Forward Deployed Engineer – Onboarding Services

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

📋 Description

• Act as the main point of contact for customers throughout the onboarding and implementation process.

• Ensure timely delivery of implementations and maintain operational efficiency for customer teams in line with established milestones.

• Oversee the delivery of Outreach AI Agents, encompassing Research, Revenue, Personalization, Deal, and Meeting Preparation, from configuration and prompt engineering to adoption.

• Manage project stakeholders, budgets, margins, risks, timelines, and secure customer approvals.

• Promote platform and agent adoption both during and after the go-live phase.

• Assist existing customers with post-launch services, optimizations, technical audits, and expansions.

• Recognize opportunities for additional services, such as Managed Services, and connect customers with the relevant teams.

• Document and manage customer information to facilitate seamless transitions.

• Handle the post-launch customer transfer to Customer Success.

• Collaborate with Support, Product, and Engineering to gather and advance customer feedback.

• Contribute to the development of Professional Services methodologies, assets, programs, and AI-enabled delivery workflows.

• Monitor KPIs and make rapid adjustments to remain on target.

• Provide strategic advice on platform best practices, go-to-market strategies, technical configurations, change management, and team engagement.

⛳️ Requirements

• 3–5 years of experience in professional services, consulting, implementation, or a similar customer-facing technical role, preferably in SaaS.

• Demonstrated success in building trust and fostering client relationships while delivering excellent implementations, educating customers, driving adoption, and managing change.

• Proactively embraces new AI tools and techniques, integrating that expertise into customer discussions.

• Practical experience in configuring, tuning, or piloting AI agents, including prompt engineering and agent workflow design.

• Strong project management capabilities, including setting expectations, managing risks, and adhering to timelines.

• Ability to communicate effectively at all levels within a customer organization, from administrators to executive leadership.

• Self-motivated individual comfortable with ambiguity and quick to grasp complex technical concepts.

• Skill in deconstructing ambiguous problems into clear, manageable components.

• Experience implementing Outreach or a similar sales engagement, conversation intelligence, or forecasting platform.

• Familiarity with sales processes such as lead generation, pipeline management, and KPIs.

• Experience with the software delivery lifecycle or application implementation.

• Background in CRM administration, including Salesforce or Dynamics, and integrations.

• Proven history of enhancing processes, methodologies, programs, or frameworks.

🏝️ Benefits

• Flexible time off.

• 401k.

• Medical, dental, and vision coverage for full-time employees and their dependents.

• Paid parental leave, including options for a paid night nurse and a gradual return to work.

• Infertility/assisted reproductive services benefit.

• Employee referral bonuses.

• Snacks and beverages available in the office.

• Engaging company events.

• Diversity and inclusion initiatives and employee resource groups.

• Incentive compensation.

• Bonus opportunities.

• Restricted stock units.