Account Manager, Commercial at Outreach

Job Description

About Outreach

Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few.

The Role

The primary purpose of the Account Manager is to retain current customers and identify opportunities to grow or expand their presence and usage across the platform. This role is responsible for driving value and adoption within an assigned territory of customers, primarily in our Commercial segment. You are responsible for managing the relationship with current customers, including contract renewals, identifying expansion opportunities, and managing the sales cycle for those expansions. Additionally you are responsible for driving platform adoption, assessing overall health of a customer’s engagement with Outreach, and providing strategic insight and guidance to customers aligned with their goals. Your primary points of contact within existing customers will include both above the line contacts (CRO, COO, CEO, CFO, and CISO) as well as below the line contacts (System Administrators, GTM Leaders, Marketing/content, Revenue Operations, etc). Key performance indicators include, but are not limited to, customer retention and renewal targets, net revenue retention, expansion quota attainment, renewal forecast quality and accuracy, platform utilization and adoption, and customer sentiment. We expect you to act as trusted advisors to the Revenue Office for their customers and to provide guidance throughout the customer’s journey.

Preferred location/time zone: Candidates located in or able to work primarily within U.S. Central Time are preferred.

Your Daily Adventures Will Include:

Manage a high volume of accounts with proactive engagement to drive customer value and adoption.

Develop and build territory strategy plans using multiple data points from various sources to drive adoption, utilization, and customer sentiment.

Manage the renewal, expansion, and cross-sell attachment of current Outreach customers at high rates to protect revenue retention.

Build partnerships with your customers to realize value, adoption, and business process optimization of the Outreach platform.

Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers

Partner with and influence key stakeholders on how best to achieve customer goals, removing roadblocks where necessary; this can range from product adoption, prioritization, or technical [handled directly or in partnership with internal teams]

Apply basic technical proficiency to troubleshoot issues independently and collaborate with technical teams, as needed.

Engage with operations teams and multi-thread within accounts to reach key decision makers.

Support the onboarding process by coordinating internal resources and aligning with clients to ensure a seamless and high-quality implementation.

Update and manage systems of record, including Outreach, Salesforce (SFDC), and other relevant tools, to ensure data accuracy and support effective client relationship management.

Identify risks or barriers to client health, and provide targeted mitigation strategies to get the client “back to green."

Forecast renewals and expansion pipeline with high level of accuracy using Outreach’s forecast methodology.

Act as the primary point of contact/the face of Outreach for your customers. Assist them when navigating product training, strategic guidance, best practices in the platform, and selling expertise.

Prioritize multiple projects at the same time, managing several internal / external stakeholders who have varying priorities ranging from business, technical, and organizational

Stay abreast of sales and revenue trends to increase your credibility in the industry, e.g. going to industry events, subscribing to blogs/podcasts, reading books, researching case studies

Perform other duties as assigned.

Our Vision of You:

Bachelor's degree in a relevant field or the equivalent work experience

At least two years of either sales lifecycle management, account management, or customer success experience, preferably in a SaaS environment

Ability to navigate complex networks within an organization

Strong business acumen to drive transformation and customer outcomes with a complex software

Experience demonstrating value realization in a product, platform, or service

Negotiation skills

Project management skills

Effective problem-solving skills

Effective time management and prioritization skills

Ability to synthesize data from multiple sources to make a decision

Have a deep understanding of sales operations, sales team strategies, methodologies and KPI’s

Knowledge of various sales methodologies to apply them to customer usage of the Outreach platform

Ability to influence decisions without direct authority

Strong financial acumen to be able to showcase metrics and potential ROI

Ability to manage and navigate complex renewals and expansions sales cycles (up to 4 months)

Ability to build and cultivate strong, trusting relationships and partnerships, both internally and externally

Effective communication skills, both written and verbal, with the ability to tailor messaging appropriately for the audience

Effective active listening skills, with a desire to seek to understand

Executive presence, strong interpersonal skills, strong emotional intelligence and empathy

Team player with a high sense of drive and initiative to keep opportunities moving forward

#LI-LT1

Why You’ll Love It Here

• Flexible time off

• 401k to help you save for the future

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• A parental leave program that includes options for a paid night nurse, and a gradual return to work

• Infertility/ assisted reproductive services benefit

• Employee referral bonuses to encourage the addition of great new people to the team

• Snacks and beverages in the Office, along with fun events to celebrate

• Diversity and inclusion programs that promote employee resource groups like Outreach Women's Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military

Outreach is 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.

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.

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