Technical Account Manager @ Outreach

INACTIVE

Full-Time

Technical Account Manager

Outreach

1,001-5,000 employees

Sales engagement platform

Data & Analytics

AI & Machine Learning

Senior

Atlanta, GA, USA

Required Skills

TCP/IP

Sales

Operating Systems

Salesforce

Requirements

You are a problem solver and a forward thinker, you anticipate issues and optimize solutions, you are a relationship manager and a strong customer advocate
5-8+ years of relevant technical support experience
Experience in working with dedicated customer accounts and communicating with key stakeholders
Background in partnering with Customer Experience teams to develop business strategies for enterprise customers
Ability to take action quickly under pressure to address large scale issues, customer impacting events, and handling incident response
Experience supporting SaaS products highly preferred
Experience as a senior technical resource or technical lead role preferred
Proficiency in the following:
CRM products (Salesforce and Dynamics preferred)
SSO
All layers of TCP/IP
VOIP systems (programmable voice providers such as Twilio preferred)
Basic understanding of Sales engagement platforms, RESTful APIs, group policy
Advanced knowledge of the latest Windows OS and Mac OS client
Understanding of multi-product SaaS tech stacks, particularly in a Sales Operations/Sales Development environment preferred
Server Operating Systems or experience as a Network or Systems Admin preferred

Responsibilities

Act as a trusted technical advisor for Outreach enterprise customers
Identify and troubleshoot to achieve a resolution and/or workaround for complex issues by identifying and using resources available from multiple sources
Partner with the Account teams to represent Outreach in customer business reviews and regular meetings
Monitor platform performance for the customer and identify vulnerabilities or opportunities to streamline and communicate your recommendations
Identify areas to improve the customer's support experience

Our success is reliant on building teams that include people from different backgrounds and experiences who can elevate assumptions and ideas with fresh perspectives. We’re dedicated to hiring the whole human, not just a resume. To that end, we look for a diverse pool of applicants-including those from historically marginalized groups. We would like to invite you to apply even if you don’t think you meet all of the requirements listed below. We don’t want a few lines in a job description to get between us and the opportunity to meet you.

About the Team

As part of the Technical Support org, Technical Account Managers (TAMs) are the customer’s internal and technical advocate within Outreach. They aim to develop a deep understanding of our customer’s needs, build strong relationships and collaborate alongside our Customer Success, Product and Engineering teams to help our Enterprise customers achieve their business objectives. They enable our customers to realize long term, meaningful value and ROI within the Outreach platform.

The Role

TAMs are the primary technical contact to their accounts. They meet regularly with Enterprise customers to check in on what’s going well and to understand what support is needed. They center conversations around what’s important to the customer, what needs attention, how we can help and where we can prevent issues. They leverage their knowledge of systems, tools and data to anticipate issues that can have an impact on their customer’s business.

As a trusted product and business process expert, TAMs are considered a champion of their customer’s use cases, implementation and installation. During executive business reviews, they partner alongside our Customer Success team to ensure we’re meeting the technical needs of the customer. They aim to maintain all aspects of the technical relationship including troubleshooting potential issues, advocating for product enhancements, partnering with engineering & sales and preparing their customers for new releases and rollouts.

Location

This is a hybrid position 3-4 days in our Atlanta office located at: 1055 Howell Mill Rd, 10th Floor Atlanta, GA 30318

Your Daily Adventures Will Include

Act as a trusted technical advisor for Outreach enterprise customers
Identify and troubleshoot to achieve a resolution and/or workaround for complex issues by identifying and using resources available from multiple sources
Partner with the Account teams to represent Outreach in customer business reviews and regular meetings
Monitor platform performance for the customer and identify vulnerabilities or opportunities to streamline and communicate your recommendations
Identify areas to improve the customer’s support experience

Our Vision of You

You are a problem solver and a forward thinker, you anticipate issues and optimize solutions, you are a relationship manager and a strong customer advocate

Education & Experience

5-8+ years of relevant technical support experience
Experience in working with dedicated customer accounts and communicating with key stakeholders
Background in partnering with Customer Experience teams to develop business strategies for enterprise customers
Ability to take action quickly under pressure to address large scale issues, customer impacting events, and handling incident response
Experience supporting SaaS products highly preferred
Experience as a senior technical resource or technical lead role preferred

Technical skills

Proficiency in the following:
CRM products (Salesforce and Dynamics preferred)
SSO
all layers of TCP/IP
VOIP systems (programmable voice providers such as Twilio preferred)
Basic understanding of Sales engagement platforms, RESTful APIs, group policy
Advanced knowledge of the latest Windows OS and Mac OS client
Understanding of multi-product SaaS tech stacks, particularly in a Sales Operations/Sales Development environment preferred
Server Operating Systems or experience as a Network or Systems Admin preferred

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings (or virtual events these days!) because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women’s Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans

• A parental leave program that includes not just extended time off but options for a paid night nurse, gradual return to work, and the Gottman Institute’s Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen

• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Outreach

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Website

View Company Profile

Outreach is on a mission to solve sales problems. The company operates the number one sales engagement platform that helps companies dramatically increase productivity and drive smarter engagement with their customers.

Company Stage

Series G

Total Funding

$490.2M

Headquarters

Seattle, Washington

Founded

2014

Growth & Insights

Headcount

6 month growth

↓ -14%

1 year growth

↓ -10%

2 year growth

↓ -3%

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.

INACTIVE