About this Senior Professional Services Consultant role at Outreach
About the Team
Our Professional Services team is the main point of contact with Outreach customers after a sale is complete. We are leading experts on AI agent delivery, Sales Engagement, Conversational Intelligence, and Forecasting who bring innovation to implementation each and every day. As a vital part of our customer success ecosystem, we make sure a customer's initial onboarding and implementation are exceptional. We educate our customers on the benefits and features of our core product, inspire their organization, and help them immediately start exceeding their KPIs.
The Role
As a Senior Professional Services Consultant, you are a trusted advisor to customers who have just purchased Outreach, and you ensure their onboarding and services experience is exceptional. You provide strategic insight throughout the implementation and partner with customers on overall platform best practices, GTM strategy, technical configuration, change management methods, and how best to engage their teams to drive adoption. You work across Sales, Presales, Customer Success, Education, Support, Product, and Engineering to keep the customer journey well documented, handoffs seamless, and customer feedback captured.
AI is changing how our consultants work. You will use it to turn discovery conversations into clear requirements faster, spot adoption risk earlier in usage data, and spend more of your time on the strategic guidance customers hire us for.
Your Daily Adventures Will Include
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Serve as the primary point of contact for customers through onboarding and implementation.
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Deliver implementations on time, keeping customer teams up and running against agreed milestones.
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Own delivery of Outreach's AI Agents — Research Agent, Revenue Agent, Personalization Agent, Deal Agent, and Meeting Prep Agent — from configuration and prompt engineering, through adoption.
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Demonstrate project management excellence, including keeping stakeholders on track, staying within budget and margin, managing risk, meeting milestones on time, and securing customer sign-off at project completion.
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Drive successful platform adoption during and after go-live.
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Support existing customers who purchase additional services post-launch, including managed services, optimizations, technical audits, and expansions.
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Identify new opportunities for additional services and connect customers with the right teams to begin scoping.
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Document and manage customer information so handoffs between teams and resources are seamless.
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Own the post-launch handoff of customers to our Customer Success team.
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Partner with Support, Product, and Engineering to capture customer feedback and see it through.
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Contribute to defining and refining initiatives, methodologies, assets, and programs within Professional Services — including how AI is embedded into our delivery workflows.
Our Vision Of You
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Experienced Consultant - You have 5+ years of experience in professional services, consulting, implementation, or a related field (e.g., customer success), acting as a strategic advisor to customers ranging from SMB to Enterprise, ideally in a SaaS environment.
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Consultant and Trusted Advisor - You have a 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 comfort with change management.
- AI-Forward - You proactively adopt new AI tools and techniques to sharpen your work, and you bring that expertise into customer conversations rather than waiting to be told what the tools can do.
- Bonus: AI Agent Experience - Hands-on experience configuring, tuning, or piloting AI agents — including prompt engineering and agent workflow design — is a strong plus.
- Project Manager - You drive initiatives with clear expectations, manage risk, and identify and adhere to project timelines.
- Stakeholder Influence - You communicate credibly at every level of a customer organization, from analysts to management to executive leadership.
- Proactive and Self-Driven - You are a proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance. A plus if you have a history of improving processes, methodologies, programs, or frameworks!
- Strategic Problem Solver - You have the ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions.
- Technical Aptitude - You have the ability to understand deep technical aspects of a product and educate others using simplified explanations, with a track record of learning new tools and processes in a fast-paced environment.
