Managed Services sits within Professional Services. We're Outreach, CRM, and GTM technology experts who help customers get full value from the platform once implementation ends.
Our Managed Service Consultants are trusted advisors. They drive adoption, flag risk, and grow usage, so customers keep exceeding their goals.
You'll join our India-based Managed Services team, chartered with building our customers' AI Agents beyond what was set up during implementation: opening new use cases and growing Amplify credit and product consumption.
You’ll own and expand our largest, most complex portfolio of accounts and guide customers through best practices and hands-on configuration to drive outcomes and deepen adoption. You will partner with the leaders and team to set the technical standard for the practice and be a go-to resource when other consultants hit edge cases. You'll stay technically fluent in Outreach's evolving capabilities, AI included, so you can configure and troubleshoot in real time.
The role mixes technology and business consulting with solution design and project management. You'll work closely with Customer Success and Account Executives, build rapport fast, and influence customer outcomes.
You'll own results for your book of business against Managed Services KPIs, and report to a Practice Manager, Managed Services.
Key Performance Indicators: Manage a book of business with an average QoQ utilization rate of 70%, with a focus on Amplify credit and product consumption — ultimately supporting renewal rates and the minimization of churn and contraction.
Location: This is a remote role, based in Hyderabad. There may be occasional in-person or team events and if asked to attend, it will be during local IST hours.
Working Hours: This is a customer-facing role and will require working US-based hours (night-shift allowance provided).
Your Daily Adventures Will Include:
Build, configure, and tune new AI Agents (Revenue, Deal, Research, Conversation, Forecasting) beyond initial implementation to expand automation and drive credit consumption
Design and manage context-aware prompts for each customer's AI Agent use cases
Be the subject matter expert on Outreach's AI Agents and embed them into customer workflows and sales processes
Apply and refine agent playbooks, prompt libraries, and implementation frameworks so the practice grows without losing consistency
Manage configuration for onboarded customers: identify gaps and opportunities, then design, configure, and troubleshoot solutions in real time as their needs evolve
Train client admins and keep them current on platform use, best practices, and functionality
Be the Outreach Admin's main point of contact and trusted advisor, and surface value and risk before they ask
Partner with GTM Account Teams on expansion, renewal, and delivery needs, and share client health insights
Resolve escalations and at-risk accounts fast; share trends with your Practice Manager to prevent repeat issues
Stay current on Generative AI and LLM developments relevant to Outreach's Agents
Track your KPIs and adjust quickly to stay on target
Mentor and share knowledge with fellow consultants
Set best practices for agent configuration and prompt design across the team, not just your own accounts
Act as a technical escalation point for peer consultants and partner directly with Product on gaps surfaced by strategic customers
Our Vision of You:
6-8+ years in a technical, customer-facing role at a mid-to-large business, ideally SaaS
Technical and AI fluency with Outreach or a comparable SaaS platform: you configure and apply the AI features yourself
Experience with prompt engineering, LLM-based tools, and applying generative or agentic AI to real sales workflows
Proven ability to influence AI and technology adoption inside customer organizations and turn new capabilities into solutions for real business problems
Track record hitting utilization, consumption, or renewal-linked KPIs
Experience building trust and client relationships remotely
Handles tight deadlines and multiple concurrent engagements
Self-starter, comfortable with ambiguity and autonomy, quick to pick up complex concepts
Passionate about solving client problems and turning customer vision into results in the product
Sharp written and verbal communicator
Track record of owning the most strategic or highest-complexity accounts in a book of business
Experience mentoring or informally leading peers in a customer-facing technical role
Embodies our core values: Trusted Advisor, Win as One Team, and Take Ownership
Preferred Qualifications:
Background in Sales strategy, renewals, or account expansion is a plus
Knowledge of sales processes such as lead generation, pipeline management, and KPIs
Experience with the software delivery lifecycle or application implementation
Skilled at coaching others on sales process best practices
Skilled at learning a customer's business strategy, processes, and solutions
Experience delivering Managed Services at a software company
- Experience shaping team-wide playbooks, frameworks or enablement content
