FDE, Onboarding Services sits within Professional Services. We're Outreach, CRM, GTM, and agentic AI experts and the main point of contact for customers after a sale is complete.
Our Onboarding Services FDEs are trusted advisors. They make every customer's onboarding and implementation exceptional, get AI Agents live and adopted, and set customers up to immediately start exceeding their KPIs.
The RoleYou'll join our FDE, Onboarding Services team, chartered with onboarding and implementing new Outreach customers — from core platform configuration through delivery and adoption of our AI Agents.
You'll guide customers through best practices and hands-on configuration, providing strategic insight on GTM strategy, technical configuration, change management, and how best to engage their teams to drive adoption. You'll use AI 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.
The role mixes technology and business consulting with solution design and project management. You'll work across Sales, Presales, Customer Success, Education, Support, Product, and Engineering to keep the customer journey well documented, handoffs seamless, and customer feedback captured.
You'll own results for your implementations against Onboarding Services KPIs, and report to the Practice Manager, FDE Onboarding Services.
Key Performance Indicators: On-time go-live against agreed milestones, delivery within budget and margin, project utilization, customer sign-off and satisfaction, and AI Agent adoption at handoff — ultimately setting customers up for successful renewal and expansion.
Location: This is a remote role, based in the United States (Eastern or Central time zones preferred). There may be occasional in-person or team events.
Working Hours: This is a customer-facing role and will require working US-based business hours, with flexibility for key customer milestones.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
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