Senior Professional Services Consultant

This is a fully remote position, open to applicants in Illinois, +2 more states.

📋 Description

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

• Ensure that implementations are completed on schedule according to agreed milestones.

• Take ownership of the delivery of Outreach's AI Agents, encompassing configuration, prompt engineering, and user adoption.

• Oversee project stakeholders, budget, margins, risks, milestones, and obtain customer sign-off.

• Promote platform adoption during and following the go-live phase.

• Assist existing customers in acquiring additional services, including managed services, optimizations, technical audits, and expansions.

• Identify potential opportunities for supplementary services and connect customers with the right teams.

• Document and manage customer information to facilitate smooth transitions.

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

• Collaborate with Support, Product, and Engineering teams to gather and act on customer feedback.

• Contribute to initiatives, methodologies, assets, programs, and AI-enabled delivery workflows within Professional Services.

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

• Report directly to the Consulting Practice Manager.

⛳️ Requirements

• A minimum of 5 years of experience in professional services, consulting, implementation, or a related field (e.g., customer success).

• Experience serving as a strategic advisor to customers from SMB to Enterprise, preferably in a SaaS context.

• Established ability to build trust and foster client relationships.

• Experience in ensuring customer satisfaction through excellent implementation, stakeholder management, and change management.

• Proactively embrace new AI tools and methodologies.

• Capable of driving initiatives with clear expectations, managing risks, and adhering to project deadlines.

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

• Proven self-starter with the ability to learn complex concepts with minimal guidance.

• Skilled in breaking down ambiguous challenges into concrete, manageable components.

• Ability to grasp intricate technical details of a product and communicate them simply.

• Hands-on experience with configuring, tuning, or piloting AI agents, including prompt engineering and agent workflow design (bonus).

🏝️ Benefits

• Flexible time off.

• 401k plan to assist you in saving for the future.

• Comprehensive 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 transition back to work.

• Benefits for infertility and assisted reproductive services.

• Employee referral bonuses.

• Snacks and beverages available in the office, along with enjoyable events for celebrations.

• Diversity and inclusion programs that support employee resource groups.

• Incentive compensation.

• Bonus opportunities.

• Restricted stock units.