Forward Deployed Engineer, Onboarding 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

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 Role

You'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

#remote

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.