Senior Forward Deployed Engineer, Managed Services

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

📋 Description

• Develop, configure, and optimize AI Agents beyond their initial implementation to enhance automation and promote credit usage.

• Create and oversee context-sensitive prompts for customer AI Agent applications.

• Function as a subject matter expert on Outreach AI Agents, integrating them into customer workflows and sales processes.

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

• Oversee configuration for onboarded clients; detect gaps and opportunities, and design, configure, and resolve solutions in real-time.

• Educate client administrators on platform usage, best practices, and functionality.

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

• Collaborate with GTM Account Teams on expansion, renewal, and delivery requirements.

• Address escalations and manage at-risk accounts while providing insights to the Practice Manager.

• Remain updated on developments in Generative AI and LLM that pertain to Outreach Agents.

• Monitor KPIs and adapt strategies to remain aligned with targets.

• Guide and share expertise with fellow consultants.

• Establish team-wide standards for agent configuration and prompt creation.

• Act as a technical escalation resource for peer consultants and collaborate with Product on customer-driven needs.

• Manage a strategic account portfolio and report to a Practice Manager in Managed Services.

⛳️ Requirements

• 6-8+ years in a technical, customer-facing role within a mid-to-large organization, preferably in SaaS.

• Proficiency in technical concepts and AI, particularly with Outreach or similar SaaS platforms.

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

• Demonstrated ability to advocate for AI and technology adoption within customer organizations, transforming new capabilities into practical business solutions.

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

• Experience in establishing trust and building client relationships remotely.

• Capacity to manage tight deadlines and multiple simultaneous projects.

• Self-motivated individual who thrives in uncertainty and autonomy, with a quick grasp of complex concepts.

• Strong passion for resolving client issues and translating customer visions into product outcomes.

• Excellent written and verbal communication skills.

• History of managing strategic or high-complexity accounts within a business portfolio.

• Experience in mentoring or informally leading peers in a customer-facing technical capacity.

• Preferred: background in sales strategy, renewals, or account growth.

• Preferred: understanding of lead generation, pipeline management, and KPIs.

• Preferred: experience with the software delivery lifecycle or application implementation.

• Preferred: coaching others on best practices in the sales process.

• Preferred: knowledge of a customer's business strategy, processes, and solutions.

• Preferred: experience providing Managed Services at a software company.

• Preferred: experience in developing team-wide playbooks, frameworks, or enablement content.

🏝️ Benefits

• 25 days of annual vacation time, along with sick leave and casual leave.

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

• OPD benefit coverage up to INR 10,000.

• Life insurance and personal accident insurance at three times the 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.

• Enjoyable company and team outings.

• Night-shift allowance.