Senior Forward Deployed Engineer, Managed Services

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.

About the Team 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.

The Role 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).

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

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

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