Forward Deployed Engineer, Onboarding Services

The Role

As a Senior Professional Services Consultant, you are a trusted advisor to customers who have just purchased Outreach, and you ensure their onboarding and services experience is exceptional. You provide strategic insight throughout the implementation and partner with customers on overall platform best practices, GTM strategy, technical configuration, change management methods, and how best to engage their teams to drive adoption.

You work across Sales, Presales, Customer Success, Education, Support, Product, and Engineering to keep the customer journey well documented, handoffs seamless, and customer feedback captured.

AI is changing how our consultants work. You will use it to turn discovery conversations into clear requirements faster, spot adoption risk earlier in usage data, and spend more of your time on the strategic guidance customers hire us for.

Location: Candidates based in the Eastern or Central United States are preferred.

Your Daily Adventures Will Include

• Serve as the primary point of contact for customers through onboarding and implementation
• Deliver implementations on time, keeping customer teams up and running against agreed milestones
• Own delivery of Outreach's AI Agents (Research, Revenue, Personalization, Deal, and Meeting Prep) from configuration and prompt engineering through adoption
• Demonstrate project management excellence: keep stakeholders on track, stay within budget and margin, manage risk, and secure customer sign-off at project completion
• Drive platform and agent adoption during and after go-live
• Support existing customers who purchase additional services post-launch, including optimizations, technical audits, and expansions
• Identify opportunities for additional services, including Managed Services, and connect customers with the right teams to scope
• Document and manage customer information so handoffs between teams and resources are seamless
• Own the post-launch handoff of customers to Customer Success
• Partner with Support, Product, and Engineering to capture customer feedback and see it through
• Contribute to defining and refining Professional Services methodologies, assets, and programs, including how AI is embedded into our delivery workflows
• Track your KPIs and adjust quickly to stay on target

Our Vision Of You

• 3-5 years in professional services, consulting, implementation, or a related customer-facing technical role, ideally in SaaS
• Proven track record building trust and client relationships while delivering implementation excellence: inspiring, educating, driving adoption, and managing change
• AI-forward: you proactively adopt new AI tools and techniques and bring that expertise into customer conversations
• Hands-on experience configuring, tuning, or piloting AI agents, including prompt engineering and agent workflow design
• Strong project management: you set clear expectations, manage risk, and hold to timelines
• Communicates credibly at every level of a customer organization, from admins to executive leadership
• Self-starter, comfortable with ambiguity, quick to pick up complex technical concepts
• Breaks down ambiguous problems into concrete, manageable components
• Embodies our core values: Trusted Advisor, Win as One Team, and Take Ownership

Preferred Qualifications

• Experience implementing Outreach or a comparable sales engagement, conversation intelligence, or forecasting platform
• Knowledge of sales processes such as lead generation, pipeline management, and KPIs
• Experience with the software delivery lifecycle or application implementation
• Experience with CRM administration (Salesforce, Dynamics) and integrations
• History of improving processes, methodologies, programs, or frameworks

• #LI-AK1
• #remote