[Hiring] Forward Deployed Engineer @Outreach

Role Description

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%, focusing on Amplify credit and product consumption.
• Support renewal rates and minimize 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.

Qualifications

• 3-5 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.
• 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.
• 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.
• Embodies 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.

Benefits

• 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.
• 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.