About this Forward Deployed Engineer, Managed Services role at Outreach
About the Team
Managed Services sits within Professional Services. We're Outreach, CRM, and GTM technology experts who help customers get full value from the platform once implementation ends.
Our Managed Service Consultants are trusted advisors. They drive adoption, flag risk, and grow usage, so customers keep exceeding their goals.
The Role
You'll join our India-based Managed Services team, chartered with building our customers' AI Agents beyond what was set up during implementation: opening new use cases and growing Amplify credit and product consumption.
You'll own a portfolio of our most strategic accounts and guide customers through best practices and hands-on configuration to drive outcomes and deepen adoption. You'll stay technically fluent in Outreach's evolving capabilities, AI included, so you can configure and troubleshoot in real time.
The role mixes technology and business consulting with solution design and project management. You'll work closely with Customer Success and Account Executives, build rapport fast, and influence customer outcomes.
You'll own results for your book of business against Managed Services KPIs, and report to a Practice Manager, Managed Services.
Your Daily Adventures Will Include:
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Build, configure, and tune new AI Agents (Revenue, Deal, Research, Conversation, Forecasting) beyond initial implementation to expand automation and drive credit consumption
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Design and manage context-aware prompts for each customer's AI Agent use cases
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Be the subject matter expert on Outreach's AI Agents and embed them into customer workflows and sales processes
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Apply and refine agent playbooks, prompt libraries, and implementation frameworks so the practice grows without losing consistency
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Manage configuration for onboarded customers: identify gaps and opportunities, then design, configure, and troubleshoot solutions in real time as their needs evolve
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Train client admins and keep them current on platform use, best practices, and functionality
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Be the Outreach Admin's main point of contact and trusted advisor, and surface value and risk before they ask
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Partner with GTM Account Teams on expansion, renewal, and delivery needs, and share client health insights
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Resolve escalations and at-risk accounts fast; share trends with your Practice Manager to prevent repeat issues
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Stay current on Generative AI and LLM developments relevant to Outreach's Agents
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Track your KPIs and adjust quickly to stay on target
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Mentor and share knowledge with fellow consultants
Our Vision of You:
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3-5 years in a technical, customer-facing role at a mid-to-large business, ideally SaaS
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Technical and AI fluency with Outreach or a comparable SaaS platform: you configure and apply the AI features yourself
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Experience with prompt engineering, LLM-based tools, and applying generative or agentic AI to real sales workflows
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Proven ability to influence AI and technology adoption inside customer organizations and turn new capabilities into solutions for real business problems
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Track record hitting utilization, consumption, or renewal-linked KPIs
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Experience building trust and client relationships remotely
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Handles tight deadlines and multiple concurrent engagements
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Self-starter, comfortable with ambiguity and autonomy, quick to pick up complex concepts
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Passionate about solving client problems and turning customer vision into results in the product
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Sharp written and verbal communicator
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Embodies our core values: Trusted Advisor, Win as One Team, and Take Ownership
Preferred Qualifications:
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Background in Sales strategy, renewals, or account expansion is a plus
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Knowledge of sales processes such as lead generation, pipeline management, and KPIs
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Experience with the software delivery lifecycle or application implementation
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Skilled at coaching others on sales process best practices
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Skilled at learning a customer's business strategy, processes, and solutions
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Experience delivering Managed Services at a software company
