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 a portfolio of our most strategic accounts and guide customers through best practices and hands-on configuration to drive outcomes and deepen adoption. 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).

Your Daily Adventures Will Include: : 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

Our Vision of You: : 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

Preferred Qualifications: : 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

Why You’ll Love It Here   ● Highly competitive salary ● 25 days annual vacation time + sick time and casual leave ● Group medical policy coverage available to employees and up to 5 eligible family members ● OPD benefit covered up to INR 10,000 ● Life insurance and personal accident insurance at 3x annual CTC ● 26 weeks of maternity leave pay, and 15 days of paternity leave pay ● Opportunity to be part of company success via the RSU program ● Diversity and inclusion programs that promote employee resource groups like OWN+ (Outreach Women's Network), Adelante (Latinx community), OBX (Outreach Black Connection), Mosaic (AAPI community), Pride (LGBTQIA+), Gender+, Disability Community, and Veterans/Military  ● Employee referral bonuses to encourage the addition of great new people to the team ● Fun company and team outings because we play just as hard as we work   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.