Forward Deployed Engineer, Managed Services

Outreach, founded in 2014, is a leading agentic AI platform designed specifically for revenue teams. By integrating agentic AI, conversation intelligence, and assistive AI, Outreach supports a wide range of revenue operations—from prospecting and deal acceleration to retention and forecasting. The platform automates workflows, enabling sales teams to focus on strategic conversations. Major enterprises like Databricks, SAP, Siemens, and Verizon rely on Outreach to enhance account visibility, performance insights, and forecasting accuracy across their go-to-market teams.

You will join the India-based Managed Services team, part of Professional Services, which helps customers maximize the value of Outreach after implementation. As a Managed Service Consultant, you will manage a portfolio of strategic accounts, expanding AI Agent capabilities beyond initial setups to unlock new use cases and increase product consumption. This role blends technical expertise with business consulting, solution design, and project management. You will collaborate closely with Customer Success and Account Executives, building strong relationships and influencing customer outcomes. The position requires working US-based hours remotely from Hyderabad, with occasional in-person events during local IST hours.

Key Responsibilities:
- Build, configure, and optimize AI Agents (Revenue, Deal, Research, Conversation, Forecasting) to expand automation and drive Amplify credit consumption.
- Design and manage context-aware prompts tailored to each customer’s AI Agent use cases.
- Serve as the subject matter expert on Outreach’s AI Agents, integrating them into customer workflows and sales processes.
- Apply and refine agent playbooks, prompt libraries, and implementation frameworks to ensure scalable and consistent service delivery.
- Manage configuration for onboarded customers by identifying gaps, designing solutions, and troubleshooting in real time as needs evolve.
- Train client administrators on platform usage, best practices, and new functionalities.
- Act as the primary point of contact and trusted advisor for Outreach Admins, proactively surfacing value and risks.
- Partner with GTM Account Teams to support expansion, renewal, and delivery efforts while sharing client health insights.
- Quickly resolve escalations and at-risk accounts, reporting trends to the Practice Manager to prevent recurrence.
- Stay current on developments in Generative AI and large language models relevant to Outreach’s AI Agents.
- Track and adjust performance against Managed Services KPIs, maintaining an average quarterly utilization rate of 70%.
- Mentor and share knowledge with fellow consultants to foster team growth.

Required Qualifications:
- 3-5 years of experience in a technical, customer-facing role within mid-to-large organizations, preferably in SaaS.
- Strong technical and AI fluency with Outreach or similar SaaS platforms, including hands-on configuration and application of AI features.
- Experience with prompt engineering, LLM-based tools, and applying generative or agentic AI to sales workflows.
- Proven ability to drive AI and technology adoption within customer organizations and translate new capabilities into business solutions.
- Demonstrated success meeting utilization, consumption, or renewal-related KPIs.
- Skilled at building trust and managing client relationships remotely.
- Ability to manage tight deadlines and multiple concurrent projects.
- Self-starter comfortable with ambiguity and autonomy, with a quick aptitude for complex concepts.
- Passionate about solving client problems and delivering measurable results.
- Excellent written and verbal communication skills.
- Alignment with core values: Trusted Advisor, Win as One Team, and Take Ownership.

Preferred Qualifications and Benefits:
- Background in sales strategy, renewals, or account expansion is advantageous.
- Familiarity with sales processes such as lead generation, pipeline management, and KPIs.
- Experience with software delivery lifecycle or application implementation.
- Ability to coach others on sales process best practices.
- Skilled in understanding customer business strategy, processes, and solutions.
- Prior experience delivering Managed Services in a software company.

Benefits include:
- Competitive salary and 25 days of annual vacation plus sick and casual leave.
- Group medical coverage for employees and eligible family members.
- OPD benefits, life insurance, and personal accident insurance.
- Generous maternity and paternity leave policies.
- Opportunity to participate in the company’s RSU program.
- Diversity and inclusion initiatives supporting multiple employee resource groups.
- Employee referral bonuses and engaging company outings.

Outreach is an equal opportunity employer committed to building diverse teams and encourages applicants from all backgrounds to apply. The hiring process may involve AI tools to assist recruitment, but final decisions are made by humans.