Manager of Client Engagement

Seattle, WA
Customer Success – Client Engagement Managers
Full-Time
The Role

As the Manager of Client Engagement, SMB & MM Accounts you will lead and manage a team of CEMs who are focused on implementing Outreach and delivering value to customers in the first 60 days of their license. This is a demanding role that relies a mindset of customer-obsessed project management and a focus on inspiring teamwork. We expect you to lead-by-example and empower your team to deliver phenomenal customer results. This is a "working manager" position, meaning, you will help to recruit and mentor team members, assist with solutions to everyday implementation needs, and act as a lead in escalated situations. In addition, you will collaborate with other managers and teams (including the Outreach product team) to ensure that we are onboarding customers with best in class methodologies and solutions.

About The Team

When the question is asked, “what kind of company are you?” our answer will always be, “we are a success company - we are here to make our customers successful.” The Professional Services team is focused on ensuring customers have an immediate time to value within the Outreach platform. We are technical specialists who consult new customers through their integration and expertly configure Outreach to their desired workflows. CEMs are expected to onboard new customers to optimize their sales strategy to take advantage of best practices. Our goal is to supercharge the stakeholders we work with and help them navigate a change management process with excellence. We're one of the fastest growing teams at Outreach and we work to connect cross-functional stakeholders from product, support, and even engineering with customers to remove any blockers in the onboarding process. The ownership is tangible on this team - our customers' projects are our projects and we drive to get them ROI as quickly as possible.

Your Daily Adventures Will Include

    • Relentlessly drive to understand your team’s customers and their problems deeply – and spot trends and develop insights to share with the broader Outreach team
    • Work with CEMs to ensure implementations are properly planned, managed and delivered, craft appropriate strategies, SOWs and ensure customer ROI is seen rapidly
    • Create and execute onboarding strategies to ensure adoption, and scale the efforts of your team
    • Serve as the a point of escalation for customer issues, and work directly with customers and CSM managers to ensure handoffs and made with excellence
    • Meet with key leaders at our customers to help drive value, retention and expansion from day one
    • Analyze the team’s workload, leveraging tools such as SalesForce.com and DOMO, to gauge business health on a daily, weekly and monthly basis
    • Provide active coaching, development, and feedback to CEMs utilizing hard metrics derived from dashboards and reports
    • Provide active coaching to CEMs in live call and onsite meeting environments. Set a strong example of alignment with the Outreach values, and provide open, constructive feedback to your team
    • Forecast project risk and ensure the CEMs are meeting their goals
    • Collaborate cross-functionally with Sales, Services, Product, Marketing, and Engineering to better onboard our customers
    • Take responsibility for managing budgets, as applicable, including staff compensation, hiring, and promotions
    • Collaborate with the Director of Professional Services to grow the strategy and the team
    • Work across the entire Organization including sales, engineering, marketing, support and success

Basic Qualifications

    • 6+ years of experience in implementation, project management or technical account management
    • 2+ years as a manager with direct reports (at least 3)
    • Experience building trust and developing customer relationships
    • Experience building a cohesive and collaborative team focused on driving customer outcomes
    • Experience in working with key executives at large customers in a vendor capacity
    • Understanding and experience in Sales strategy and able to work with customers to affect change within their organizations
    • Experience in enterprise SaaS application that support a large scale business process
    • Experience in helping direct reports improve through coaching, feedback, and reviews
    • Experience in setting and measuring team KPIs and results
    • History of improving processes, methodologies, programs or frameworks that improved team performance
    • Ability to maintain a positive attitude, especially in escalated circumstances
    • Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
    • Demonstrates excellent written and verbal communication skills
    • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion

Preferred Qualifications

    • Previous experience directly managing direct reports
    • Knowledge of Sales Processes such as Lead Generation, Pipeline Management and KPIs
    • Proficient in coaching others in Sales Process best practices
    • Proficient in techniques used to learn a customer’s implementation strategy, change management process, and training methodologies
Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees
• Unlimited PTO (and people actually use it!)
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen