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Customer Success Consultant
Outreach, United States
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Dec 14, 2023
Last Date
Jan 14, 2024
Location(s)
Job Description
Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We're dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don't think you meet all of the requirements listed below. We don't want a few lines in a job description to get between us and the opportunity to meet you.About the TeamThe purpose of Customer Success at Outreach is to guide our customers throughout their Outreach journey - with a focus on removing barriers to product adoption and health. Through this we achieve mutual success by helping our customers realize value, leading to long term customer retention and growth.
The Role
The primary purpose of the Customer Success Consultant is to provide proactive outbound engagements to our customers to help drive product adoption and success. This role conducts one to many sessions (webinars, user groups, etc) for customer populations such as the platform strategy owners, system administrators, or sales leaders. This role also provides guidance, communication strategies, and playbooks for our customers as they continue to use Outreach. This role communicates with both internal and external resources.
Location: This role is hybrid in SeattleYour Daily Adventures Will Include - Deliver one to many workshops, webinars, or user groups to encourage customer adoption and usage of the Outreach platform
- Develop and track effectiveness success of one to many engagements to inform future customer success strategy
- Proactively monitor customer health to identify customers who may be at risk for churn or contraction
- Partner with AEs, Renewals desk, and Customer Development Strategists to mitigate risk of customer churn or contraction
- Partner with Technical Support when necessary to ensure customer questions and needs are met
- Promote and drive customers to self-service options
- Perform other duties as assigned
Our Vision Of You- Bachelor’s degree in a related field, or the equivalent in work experience
- At least 3 years of professional experience in a customer-facing role
- At least 3 years of experience in a customer success role
- Demonstrated knowledge and understanding of customer health, value, and retention metrics
- Strong problem solving skills
- Effective communication skills, both written and verbal, with the ability to tailor messaging for the audience
- Effective and strong presentation skills, especially in a one to many forum, both virtual and in person
- Strong expectation management skills
- Previous experience working in a SaaS environment, preferred
- Previous experience in a sales development role, preferred
Compensation for this role is comprised of a combined base salary and a variable component, ranging between $75,000-$120,000. You may also be offered incentive compensation, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.
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Why You’ll Love It Here
• Generous medical, dental, and vision coverage for full-time employees and their dependents • Flexible time off • 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 (or virtual events these days!) because we play just as hard as we work• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans• A parental leave program that includes not just extended time off but options for a paid night nurse, 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 • We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status Job Specification
Outreach
Information Technology and Services - San Jose, United States