The Role

You’ll have an opportunity to join the front lines of the emerging discipline of Customer Success within a company that is moving equally as fast. In combination with stellar technology and process, the people that will drive long term success and adoption are the Customer Success Managers (CSMs).  The CSMs are the essential advocates by which inbound and outbound activities occur between the customer and Outreach as a whole. CSMs must ensure satisfaction, adoption and renewal. You’re a natural leader, and see yourself growing as our team expands.

Your Daily Adventures

• Bold in communicating best practices to customer
• Relentlessly drive to understand customers and their problems deeply – better than they know themselves!
• Strive for greatness, knowing that teamwork is the way to get there
• Increase adoption in your portfolio of accounts through the use of our Success Program
• Influence all levels of leadership ranging from analysts to C-Level executives
• Protect renewals of our accounts through your deliverance of outstanding customer experiences
• Insightfully anticipates customer needs and proactively offers assistance
• Develop a proficiency in the product capabilities, and sales process best practices
• Contribute to defining and refining the initiatives, methodologies, assets and programs within Customer Success
• Ability to drive problems to resolution with minimal assistance

Basic Qualifications

• 3-5 years of solid experience in a technical, customer facing role for medium to large scale business in similar industry
• High School Diploma or equivalent
• Training / certification in SalesForce is a bonus
• Experience building trust and developing client relationships while being remote
• Proven record of protecting renewals through operational excellence, driving adoption and influencing the customer
• Excellent at managing a high volume of customers and their respective priorities
• Ability to memorize product features and can spontaneously discuss benefits
• Ability to maintain a positive attitude, especially in escalated circumstances
• Experience with SaaS applications
• Proficient in basics of SalesForce data schema and configuration
• Willingness to travel; travel could be up to 25% of the time
• 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

• Knowledge of Sales Processes such as Lead Generation, Pipeline Management and KPIs
• Experience with the Software Delivery Lifecycle or implementation of applications
• Proficient in coaching others in Sales Process best practices
• Proficient in techniques used to learn a customer’s business strategy, process, and solutions