Forward Deployed Engineer – Managed Services

This is a fully remote position, open to applicants in India.

📋 Description

• Develop, configure, and optimize new AI Agents beyond the initial setup to enhance automation and promote credit utilization.

• Create and oversee context-aware prompts tailored for customer AI Agent scenarios.

• Act as the subject matter authority on Outreach's AI Agents, integrating them into customer workflows and sales methodologies.

• Implement and refine agent playbooks, prompt libraries, and deployment frameworks.

• Oversee customer configurations by pinpointing gaps and opportunities, then designing, configuring, and troubleshooting solutions in real-time.

• Educate client administrators on platform utilization, best practices, and features.

• Serve as the primary contact and trusted advisor for Outreach Admins.

• Collaborate with GTM Account Teams on expansion, renewal, and delivery requirements; provide insights on client health.

• Address escalations and manage at-risk accounts while reporting trends to the Practice Manager.

• Stay updated on developments in Generative AI and LLM that pertain to Outreach's Agents.

• Monitor KPIs and make rapid adjustments to stay aligned with targets.

• Mentor and impart knowledge to fellow consultants.

• Manage a strategic account portfolio, guiding customers through best practices and hands-on configuration.

• Report directly to a Practice Manager in Managed Services.

• Maintain a book of business with an average QoQ utilization rate of 70%, supporting renewals and minimizing churn and contraction.

⛳️ Requirements

• 3–5 years of experience in a technical, customer-facing position at a mid-to-large organization, preferably in SaaS.

• Technical and AI proficiency with Outreach or a similar SaaS platform; capability to configure and deploy AI features.

• Familiarity with prompt engineering, LLM-based tools, and the application of generative or agentic AI in real sales workflows.

• Demonstrated ability to drive AI and technology adoption within customer organizations, transforming capabilities into solutions for business challenges.

• Proven track record of achieving utilization, consumption, or renewal-related KPIs.

• Experience in building trust and client relationships in a remote setting.

• Ability to manage tight deadlines and multiple simultaneous projects.

• Self-motivated, comfortable with uncertainty and independence, and capable of quickly grasping complex concepts.

• Strong passion for solving client challenges and converting customer visions into tangible product outcomes.

• Excellent written and verbal communication skills.

• Represents core values: Trusted Advisor, Win as One Team, and Take Ownership.

• Background in sales strategy, renewals, or account expansion is advantageous.

• Understanding of sales processes such as lead generation, pipeline management, and KPIs.

• Experience with the software delivery lifecycle or application implementation is preferred.

• Adept at coaching others on sales process best practices.

• Skilled in comprehending a customer's business strategy, processes, and solutions.

• Experience providing Managed Services at a software company is a plus.

🏝️ Benefits

• 25 days of annual vacation time, in addition to sick leave and casual leave.

• Group medical insurance coverage available for employees and up to 5 eligible family members.

• OPD benefit covered up to INR 10,000.

• Life insurance and personal accident coverage at 3x annual CTC.

• 26 weeks of paid maternity leave.

• 15 days of paid paternity leave.

• Opportunity to participate in company success through the RSU program.

• Diversity and inclusion initiatives and employee resource groups.

• Employee referral bonuses available.

• Enjoyable company and team outings.

• Night-shift allowance provided.