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Outreach is the leading agentic AI platform for revenue teams, serving enterprise customers like Databricks, SAP, Siemens, and Verizon. The Professional Services team is the primary point of contact with customers post-sale, ensuring exceptional onboarding and implementation.
As a Senior Professional Services Consultant, you will serve as a trusted advisor to newly purchased Outreach customers, owning their onboarding and implementation experience end-to-end. You will provide strategic guidance on platform best practices, GTM strategy, technical configuration, change management, and team engagement to drive adoption and exceed customer KPIs.
Key responsibilities include:
- Serve as the primary point of contact for customers through onboarding and implementation phases
- Deliver implementations on time and within budget, meeting agreed milestones
- Own delivery of Outreach's AI Agents (Research Agent, Revenue Agent, Personalization Agent, Deal Agent, Meeting Prep Agent) from configuration and prompt engineering through adoption
- Demonstrate project management excellence: stakeholder management, budget/margin control, risk management, milestone delivery, and customer sign-off
- Drive successful platform adoption during and after go-live
- Support existing customers purchasing additional services (managed services, optimizations, technical audits, expansions)
- Identify new service opportunities and connect customers with appropriate teams
- Document and manage customer information to ensure seamless handoffs between teams
- Own the post-launch handoff to the Customer Success team
- Partner with Support, Product, and Engineering to capture and act on customer feedback
- Contribute to defining initiatives, methodologies, assets, and programs within Professional Services, including AI-embedded delivery workflows
You will leverage AI tools to accelerate discovery conversations into clear requirements, spot adoption risks earlier in usage data, and focus your time on strategic guidance.
REQUIREMENTS:
- 5+ years of experience in professional services, consulting, implementation, or related field (e.g., customer success), acting as a strategic advisor to SMB and Enterprise customers, ideally in a SaaS environment
- Proven track record of building trust and developing client relationships while ensuring customer satisfaction through implementation excellence, including inspiring, educating, driving adoption, consultative stakeholder management, and change management comfort
- Proactive adoption of new AI tools and techniques; ability to bring AI expertise into customer conversations
- Project management skills: driving initiatives with clear expectations, managing risk, identifying and adhering to timelines
- Ability to communicate credibly at every level of a customer organization (analysts to executives)
- Self-starter capable of learning complex concepts with minimal assistance; history of improving processes, methodologies, or frameworks is a plus
- Strategic problem-solving ability: breaking down ambiguous problems into concrete, manageable components
- Technical aptitude: ability to understand deep technical product aspects and educate others using simplified explanations; track record of learning new tools in fast-paced environments
- Bonus: Hands-on experience configuring, tuning, or piloting AI agents, including prompt engineering and agent workflow design
