Account Manager (Commercial)

Outreach; United States; On-site; USD 120,000 - 165,000; Full time

Benefits offered by this job

Flexible time off

401k plan

Medical, dental, and vision coverage

Parental leave program

Employee referral bonuses

Diversity and inclusion programs

Job summary

Outreach is seeking an Account Manager to enhance customer retention and drive platform adoption. The role involves managing existing customer relationships in the Commercial segment, focusing on contract renewals and identifying expansion opportunities. Candidates should have a strong background in sales lifecycle management, account management, and effective problem-solving skills. A Bachelor's degree and at least two years of relevant experience are required. The role offers a competitive salary ranging from $120,000 to $165,000 OTE. Benefits include flexible time off, medical coverage, and a 401k plan.

Qualifications

• Minimum of two years experience in sales or account management.
• Strong business acumen for driving customer outcomes.
• Ability to manage and navigate complex sales cycles.

Responsibilities

• Manage high volume of accounts to drive customer value and adoption.
• Develop territory strategy plans to increase adoption and engagement.
• Act as the primary point of contact for customers.

Skills

Sales lifecycle management

Account management

Negotiation skills

Project management

Effective communication

Problem-solving

Time management

Education

Bachelor's degree or equivalent work experience

Tools

Salesforce

Job description

About Outreach

Outreach, founded in 2014, is the only complete agentic AI platform for revenue teams. Outreach infuses agentic AI, conversation intelligence, and assistive AI to power hundreds of use cases across revenue motions. From new logo prospecting to expansions, deal acceleration, driving retention, and forecasting, Outreach AI automates workflows and frees sellers to focus on more strategic conversations and actions. Revenue leaders benefit from connected account visibility, performance insights, and higher forecasting accuracy across every GTM team. World leading enterprise organizations use Outreach to power their revenue teams, including Databricks, SAP, Siemens, and Verizon to name a few.

The Role

The primary purpose of the Account Manager is to retain current customers and identify opportunities to grow or expand their presence and usage across the platform. This role is responsible for driving value and adoption within an assigned territory of customers, primarily in our Commercial segment. You are responsible for managing the relationship with current customers, including contract renewals, identifying expansion opportunities, and managing the sales cycle for those expansions. Additionally you are responsible for driving platform adoption, assessing overall health of a customer’s engagement with Outreach, and providing strategic insight and guidance to customers aligned with their goals. Your primary points of contact within existing customers will include both above the line contacts (CRO, COO, CEO, CFO, and CISO) as well as below the line contacts (System Administrators, GTM Leaders, Marketing/content, Revenue Operations, etc). Key performance indicators include, but are not limited to, customer retention and renewal targets, net revenue retention, expansion quota attainment, renewal forecast quality and accuracy, platform utilization and adoption, and customer sentiment. We expect you to act as trusted advisors to the Revenue Office for their customers and to provide guidance throughout the customer’s journey.

Preferred location/time zone: Candidates located in or able to work primarily within U.S. Central Time are preferred.

Your Daily Adventures Will Include

• Manage a high volume of accounts with proactive engagement to drive customer value and adoption.
• Develop and build territory strategy plans using multiple data points from various sources to drive adoption, utilization, and customer sentiment.
• Manage the renewal, expansion, and cross-sell attachment of current Outreach customers at high rates to protect revenue retention.
• Build partnerships with your customers to realize value, adoption, and business process optimization of the Outreach platform.
• Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers.
• Partner with and influence key stakeholders on how best to achieve customer goals, removing roadblocks where necessary; this can range from product adoption, prioritization, or technical [handled directly or in partnership with internal teams].
• Apply basic technical proficiency to troubleshoot issues independently and collaborate with technical teams, as needed.
• Engage with operations teams and multi-thread within accounts to reach key decision makers.
• Support the onboarding process by coordinating internal resources and aligning with clients to ensure a seamless and high-quality implementation.
• Update and manage systems of record, including Outreach, Salesforce (SFDC), and other relevant tools, to ensure data accuracy and support effective client relationship management.
• Identify risks or barriers to client health, and provide targeted mitigation strategies to get the client “back to green.”
• Forecast renewals and expansion pipeline with high level of accuracy using Outreach’s forecast methodology.
• Act as the primary point of contact/the face of Outreach for your customers. Assist them when navigating product training, strategic guidance, best practices in the platform, and selling expertise.
• Prioritize multiple projects at the same time, managing several internal / external stakeholders who have varying priorities ranging from business, technical, and organizational.
• Stay abreast of sales and revenue trends to increase your credibility in the industry, e.g. going to industry events, subscribing to blogs/podcasts, reading books, researching case studies.
• Perform other duties as assigned.

Our Vision of You

• Bachelor's degree in a relevant field or the equivalent work experience.
• At least two years of either sales lifecycle management, account management, or customer success experience, preferably in a SaaS environment.
• Ability to navigate complex networks within an organization.
• Strong business acumen to drive transformation and customer outcomes with a complex software.
• Experience demonstrating value realization in a product, platform, or service.
• Negotiation skills.
• Project management skills.
• Effective problem-solving skills.
• Effective time management and prioritization skills.
• Ability to synthesize data from multiple sources to make a decision.
• Have a deep understanding of sales operations, sales team strategies, methodologies and KPI’s.
• Knowledge of various sales methodologies to apply them to customer usage of the Outreach platform.
• Ability to influence decisions without direct authority.
• Strong financial acumen to be able to showcase metrics and potential ROI.
• Ability to manage and navigate complex renewals and expansions sales cycles (up to 4 months).
• Ability to build and cultivate strong, trusting relationships and partnerships, both internally and externally.
• Effective communication skills, both written and verbal, with the ability to tailor messaging appropriately for the audience.
• Effective active listening skills, with a desire to seek to understand.
• Executive presence, strong interpersonal skills, strong emotional intelligence and empathy.
• Team player with a high sense of drive and initiative to keep opportunities moving forward.

$120,000 - $165,000 a year

Compensation for this role is comprised of an annual base salary and a variable component, ranging between $120,000 - $165,000 OTE USD. You may also be offered incentive compensation, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, location and experience. Final offers are determined through a holistic assessment and will vary within the posted range. Your recruiter will share specific details based on your location and role during the hiring process.

Why You’ll Love It Here

• Flexible time off.
• 401k to help you save for the future.
• Generous 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 return to work.
• Infertility/ assisted reproductive services benefit.
• Employee referral bonuses to encourage the addition of great new people to the team.
• Snacks and beverages in the Office, along with fun events to celebrate.
• Diversity and inclusion programs that promote employee resource groups like Outreach Women’s Network, Latinx community, Outreach Black Connection, AAPI community, Pride/LGBTQIA+, Gender+, Disability Community, and Veterans/Military.

Outreach is 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.

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.