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Outreach is the leading agentic AI platform for revenue teams, serving enterprise customers like Databricks, SAP, Siemens, and Verizon. The Managed Services team sits within Professional Services and acts as trusted advisors to customers post-implementation, driving adoption, flagging risk, and growing product usage.
In this role, you will own a portfolio of strategic accounts and guide customers through best practices and hands-on configuration to drive outcomes and deepen adoption. You'll build, configure, and tune new AI Agents (Revenue, Deal, Research, Conversation, Forecasting) beyond initial implementation to expand automation and drive credit consumption. You'll design and manage context-aware prompts for each customer's AI Agent use cases and become the subject matter expert on embedding Outreach's AI Agents into customer workflows and sales processes.
You'll manage configuration for onboarded customers by identifying gaps and opportunities, then designing, configuring, and troubleshooting solutions in real time as their needs evolve. You'll train client admins and keep them current on platform use, best practices, and functionality. As a trusted advisor, you'll surface value and risk before customers ask, and partner with GTM Account Teams on expansion, renewal, and delivery needs while sharing client health insights.
You'll apply and refine agent playbooks, prompt libraries, and implementation frameworks so the practice grows without losing consistency. You'll resolve escalations and at-risk accounts quickly, sharing trends with your Practice Manager to prevent repeat issues. You'll mentor fellow consultants, set best practices for agent configuration and prompt design across the team, and act as a technical escalation point for peers while partnering directly with Product on gaps surfaced by strategic customers.
You'll own results for your book of business against Managed Services KPIs (targeting 70% QoQ utilization with focus on Amplify credit and product consumption to support renewal rates and minimize churn). You'll stay current on Generative AI and LLM developments relevant to Outreach's Agents and track your KPIs, adjusting quickly to stay on target.
Note: This is a customer-facing role requiring US-based working hours (night-shift allowance provided). There may be occasional in-person or team events during local IST hours.
Requirements:
- Experience delivering Managed Services at a software company
- Experience shaping team-wide playbooks, frameworks, or enablement content
- Skilled at coaching others on sales process best practices
- Skilled at learning a customer's business strategy, processes, and solutions
- Technical fluency in evolving platform capabilities, including AI
- Ability to configure and troubleshoot solutions in real time
- Strong project management and solution design skills
- Ability to build rapport quickly and influence customer outcomes
