Outreach

• Define and lead the end-to-end testing strategy for Outreach’s GenAI platform, including agentic workflows, LLM tool calls, LangGraph orchestration, and supporting ML pipelines. • Design and implement evaluation systems that handle both deterministic and non-deterministic outputs. • Own testing across Outreach’s suite of AI agents. • Work closely with Data Science, MLOps, and platform engineers to ensure testability is designed in from the start. • Integrate evaluation pipelines into CI/CD workflows. • Establish and track metrics that matter for AI systems: answer quality scores, tool invocation accuracy, hallucination rates, latency, and regression trends over model and prompt changes. • Define standards for AI testing across the org — including prompt regression testing, retrieval quality evaluation, and agent behavior contracts. • Raise the quality bar across engineering teams by mentoring engineers. • Actively track developments in AI evaluation tooling, LLM benchmarking, and testing research.

• Design, implement, and improve machine learning systems. • Contribute to machine learning applications end to end, i.e. from research to prototype to production. • Work with product managers, designers, and customers to define vision and strategy for a given product.

• Design, implement, and improve machine learning Systems. • Contribute to machine learning applications end to end, i.e. from research to prototype to production. • Work with product managers, designers, and customers to define vision and strategy for a given product.

• Becoming and acting as a subject matter expert on the Outreach platform and acting as a trusted advisor to both customers and internal teams • Partner and collaborate with Sales to identify customer and prospect selling tools, business processes, opportunities and risks through in-depth discovery • Helping qualify opportunities through in-depth discovery of customer and prospect business processes in order identify opportunities and risks that need to be addressed during the sales process • Participate in product demonstrations highlighting Outreach's business value • Understanding goals and value propositions for various stakeholders within customer organizations • Ensuring effective communication of customer and prospect pains and requirements to Outreach’s onboarding and implementation teams • Building industry credibility through continuous learning of new sales trends & technology from blogs, podcasts, and other industry publications • Collaborating with Product, Customer Success, and other Outreach teams to build a better company and platform for our customers • Sharing your product and selling knowledge with other Outreach teams, helping them strengthen their own skills, and better support our customers and prospects

• Negotiate, draft, and review commercial agreements, primarily customer AI SaaS master service agreements, non-disclosure agreements, data processing addendums, security and AI terms • Gather internal feedback from other reviewers in the customer contracting process – work with sales and business teams to identify requests and determine with internal departments the best approach to meeting those needs • Protect customer data and personal data by ensuring contract terms align with Outreach’s obligations under GDPR, CCPA/CPRA, UK privacy law, and the EU AI Act • Enforce organizational contract policies and procedures • Assist in the evaluation and updating of company document templates • Partner with Sales, Revenue Operations, and Deal Desk to gather internal feedback, resolve contracting bottlenecks, and accelerate time-to-close • Identify and implement improvements to contract workflows, templates, and playbooks to increase efficiency as deal volume scales • Support other legal team projects as needed, including negotiating vendor and partner agreements

• Manage a high volume of accounts with proactive engagement to drive customer value and adoption. • Develop and build territory strategy plans using multiple data points from various sources to drive adoption, utilization, and customer sentiment. • Manage the renewal, expansion, and cross-sell attachment of current Outreach customers at high rates to protect revenue retention. • Build partnerships with your customers to realize value, adoption, and business process optimization of the Outreach platform. • Apply successes, best practices, and learnings from the experiences of Outreach customers to apply those to consulting with other customers • Partner with and influence key stakeholders on how best to achieve customer goals, removing roadblocks where necessary; this can range from product adoption, prioritization, or technical [handled directly or in partnership with internal teams] • Apply basic technical proficiency to troubleshoot issues independently and collaborate with technical teams, as needed. • Engage with operations teams and multi-thread within accounts to reach key decision makers. • Support the onboarding process by coordinating internal resources and aligning with clients to ensure a seamless and high-quality implementation. • Update and manage systems of record, including Outreach, Salesforce (SFDC), and other relevant tools, to ensure data accuracy and support effective client relationship management. • Identify risks or barriers to client health, and provide targeted mitigation strategies to get the client “back to green” • Forecast renewals and expansion pipeline with high level of accuracy using Outreach’s forecast methodology. • Act as the primary point of contact/the face of Outreach for your customers. Assist them when navigating product training, strategic guidance, best practices in the platform, and selling expertise. • Prioritize multiple projects at the same time, managing several internal / external stakeholders who have varying priorities ranging from business, technical, and organizational • Stay abreast of sales and revenue trends to increase your credibility in the industry, e.g. going to industry events, subscribing to blogs/podcasts, reading books, researching case studies • Perform other duties as assigned.

• Model and document new datasets (both structured and semi-structured) to exploit the value therein across all our business units • Partner with subject matter experts to document, align and automate business metrics that define success • Work with Analysts to optimize their use of data, either through query reviews, modeling exercises, or dashboard audits • Own the design, monitoring, and deployment of certified data sources on our reporting platforms and warehouses • Insist on the highest standards for data reproducibility, auditability and compliance • Serve as a subject matter expert for data strategy thought leadership and implementation across the business • Enable non-BI&A team stakeholders to adopt data as part of their business and usual

• Oversee the configuration, installation, and management of several enterprise applications, supporting various business partners. • Upgrade software to the latest specifications, maintain key workflows, and fix issues autonomously for applications you own. • Proactively recommend areas of opportunity that will lead to greater return on investment for purchased software. • Provide expert-level support and troubleshoot for complex application issues. • Resolve technical problems quickly, with minimal need for external support. • Help engineering teams to set up API integrations and document their connections. • Seek areas of automation with connected systems to reduce manual workflows. • Ensure applications and access keys adhere to company security policies. • Flag any concerns for compliance and liaise with the security team for system best practices. • Perform regular seat audits and deprovision users to prevent unnecessary access to applications. • Create and maintain clear and comprehensive documentation for all applications, configurations, and workflows. • Develop and deliver regular reports on application health, historical performance, and roadmap opportunities. • Effectively communicate at all stages of troubleshooting, resolution, and deployment with Business Partners surrounding submitted cases. • Work closely with partners and project teams to consult on the best use cases for systems and offer guidance were possible on development in the business requirements. • Provide training and mentorship to junior team members and end-users. • Work with application vendors and partners during renewal to ensure a smooth contract cycle. • Help perform software evaluations for new business needs and recommend consolidation efforts were possible. • Constantly evaluate competitors in the space to ensure we have a best-in-class tool stack.

• Planning and conducting qualitative and quantitative research to better understand users’ needs, behaviors, motivations, and goals, in order to inform product and design decisions • Collaborating with product, engineering, and design teams to provide actionable insights and deliverables • Identifying and executing on high-impact projects, triaging requests, determining priority and delivering in time for results to be useful • Contributing your research and perspective throughout the entire product development cycle, from discovery and exploration, to launch and post-release • Creating research roadmaps and leading the execution of those roadmaps • Providing guidance to team members and partners on research best practices • Building and scaling research enablement resources (templates, guides, workflows) so teams can run studies efficiently and consistently • Support participant recruitment and management across internal SMEs and external customers • Partner cross-functionally with Customer Success and Support to coordinate access to customers and streamline research efforts

• Accelerate Revenue Growth: Meet or exceed revenue targets for assigned global accounts by expanding business within existing accounts and acquiring new strategic clients in line with Outreach’s objectives. • Mitigate Churn and Contraction: Build and maintain robust, long-term relationships with key decision-makers across all relevant countries. Ensure high levels of customer engagement, satisfaction, and loyalty. • Lead Complex Negotiations: Guide high-stakes contract negotiations with C-level executives, procurement, and legal teams, ensuring mutually beneficial deal closures. • Cross-Functional Collaboration: Work closely with internal teams—Marketing, Product, and Customer Success—to ensure smooth delivery of services. Act as a strategic leader, effectively communicating and structuring sales plans in collaboration with key internal stakeholders. • Engage with Partners: Understand the partner landscape around your global accounts, identifying allies or competitors, and incorporating strategic sales approaches to navigate complex multinational partnerships. • Competitive Mindset: Stay informed about the competitive landscape in key countries and regions, developing strategies to outmaneuver competitors. • Multi-Cultural Perspective: Effectively engage with senior executives across multiple countries, understanding the cultural nuances and leadership styles in each region. Demonstrating cultural adaptability is essential in establishing trust and credibility. • Client Growth Mindset: Demonstrate a deep understanding of your clients' business environments, including industry and market trends. Be adept at analyzing public documents, researching competitors, and translating this information into actionable sales strategies. • Data Hygiene: Meticulously maintain accurate and up-to-date records of sales activities, client interactions, forecasts, and pipeline data in CRM systems. • AI Adaptability: Demonstrates a growth mindset with a willingness to learn, adapt, and effectively leverage emerging technologies, including AI-driven tools and platforms, to enhance productivity, customer engagement, and business outcomes. • International Travel: Be prepared to travel internationally as required. • Additional Duties: Perform other responsibilities as needed.