About:
- Analyze data from multiple sources to make recommendations, using knowledge, experience, and judgment to effectively guide and influence customer behavior.
- Understand the relationship between objectives/goals and activities to respond effectively to what your customer needs versus what your customer asks.
- Know and understand your book of business deeply, including knowing your customers, what they value, their maturity level, and how to help them unlock their potential.
- Guide customers on the path to success consistently, including anticipating/resolving risks, tapping internal resources, and maintaining precise alignment on success criteria.
- Serve as a trusted advisor to clients by engaging internal and external stakeholders and aligning them to a shared vision.
- Apply successes, best practices, and learnings from the experiences of Outreach customers to consult with other customers.
- Tailor communications to the audience by contextualizing customer data and positioning return on investment and overall strategy.
- Champion the development and follow through on Customer Success Plans that ensure success for accounts across your book of business.
- Complete activities in the Outreach Operating Rhythm for customers to ensure satisfaction, engagement, and value from using the platform.
- Connect internal teams to maximize customer experience.
- Stay abreast of sales and revenue trends to increase credibility in the industry.
- Partner with Account Executives in renewals and expansion.
- Perform other duties as assigned.
Experience:
- Bachelor’s degree in a related field, or equivalent work experience.
- At least 10 years of CSM, Account Management, or related experience in SaaS supporting business transformation and driving customer outcomes with a complex software platform.
- Knowledge of Sales Engagement or Marketing Automation Software and how they integrate with CRMs.
- Strong strategic and critical thinking skills.
- Effective problem-solving skills.
- Ability to synthesize data from multiple sources to make a decision.
- Self-starter with a high sense of initiative.
- Effective active listening skills and understanding non-verbal cues.
- Strong emotional intelligence and empathy.
- Ability to build effective relationships.
- Ability to influence without direct authority.
- Strong communication skills, both verbal and written, with the ability to tailor communications to the audience.
- Ability to set realistic goals and drive to those outcomes.
- Ability to navigate complex networks within an organization.
- Proven experience in growing/maintaining a book of complex or strategic clients.
- Domain knowledge in sales processes, sales execution, or go-to-market strategies.
Salary and Perks:
Pay range: $145K - $175K
- Flexible time off
- 401k to help you save for the future
- Generous medical, dental, and vision coverage for full-time employees and their dependents
- Parental leave program including options for a paid night nurse and a gradual return to work
- Infertility/assisted reproductive services benefit
- Employee referral bonuses
- Snacks and beverages in the office and fun events to celebrate
- Diversity and inclusion programs promoting employee resource groups
About Outreach:
Outreach is the leading sales execution platform that helps market-facing teams efficiently create and predictably close more pipeline.
