Account Manager, Outreach
Commercial
$120k
More information about location
AI revenue workflow platform
Open for applications
AI revenue workflow platform
1001+ employees
Open for applications
$120k
More information about location
1001+ employees
Company mission
To change the way companies engage with their customers throughout their lifecycle.
Role
Who you are
- 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
What the job involves
- 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
- 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 take
Customer Relationship Management (CRM) has long faced challenges with poorly integrated technology, which has inspired a flurry of companies targeting efficiency in the sector. Outreach is an AI-enabled sales execution platform that enables users to build more pipeline, proactively fix deal risks, and make the best decisions to advance their deals across every moment of the sales cycle.
Outreach is a leader in its category; delivering a comprehensive suite of sales tools, and generating insights from a rich set of industry data. Although there are numerous competitors in the space, the company's early focus on AI is what allowed it to get ahead in the market. and this supported Outreach
Outreach has continued to display good growth after achieving Unicorn status back in 2020. Its solutions have become a mission-critical part of the revenue stack for many customers, with notable names served by the company include Siemens, Twilio, and zoom. On top of this, Outreach announced it has achieved new ISO/IEC certification that recognises responsible AI management, becoming the first company in its category to earn this distinction.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jun 2021
$200m
SERIES G
Jun 2020
$50m
SERIES F
Total funding: $527.3m
Company benefits
- Parental leave - Extended PTO for both parents, plus unique perks to ease the transition of returning to work
- Full medical benefits - Majority of employer paid medical, dental and vision coverage
- 401K - A competitive plan to help you save for retirement
- Flexible time off - We believe in a healthy work/life balance, and in our employees to make practical time off arrangements
Company HQ
Interbay, Seattle, WA
Leadership
Manny Medina
(Founder & Board Member)Was employee number three on Amazon’s AWS team, and led the Microsoft mobile division from launch.
Abhijit Mitra
(CEO)Previously CPO at Commure, SVP and GM (Industry Verticals) at ServiceNow, and Global VP (SAP Cloud for Customer) at SAP.
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