Job Summary

We're looking for a Revenue Operations Specialist to own the deployment, adoption, and ongoing optimization of our sales engagement platform (Outreach). This role is the bridge between Sales, Revenue Operations, Marketing, and Enablement, ensuring our sellers have the workflows and tools they need to engage customers effectively.

This is not a tool administrator role. We need someone who takes ownership of outcomes, not just tasks. You'll diagnose adoption barriers, drive behavior change, and partner across functions to ensure sellers actually use what we build. You'll also be expected to stay ahead of the curve, experimenting with emerging capabilities and sharing what you learn with the team.

If you're energized by solving "why won't people use this?" problems, naturally curious about better ways of working, and measure success by adoption rather than deployment, this role is for you.

Role & Responsibilities

Sales Engagement Platform (Outreach)

• Own the rollout plan and drive adoption across sales teams
• Configure and optimize Account Plans, sequences, automation workflows, and AI capabilities (Kaia, Research Agent, Deal Agent)
• Monitor adoption metrics, identify friction points, and remove barriers to usage
• Partner with global platform owner on licensing, roadmap, and best practices
• Maintain data quality for CRM sync (D365 integration) and troubleshoot sync issues

Change Management & Adoption

• Treat adoption as your primary success metric, not deployment
• Diagnose why sellers aren't using capabilities and design interventions
• Create simple, actionable documentation and quick-reference guides
• Run office hours, training sessions, and 1:1 support for struggling users
• Track leading indicators (login frequency, feature usage) and address trends proactively

Cross-Functional Partnership

• Serve as primary RevOps contact for Marketing on lead flow, campaign sequences, and content effectiveness
• Partner with Enablement on seller training, manager coaching rollout, and certification requirements
• Partner with Customer Experience lead to proactively surface account risks, renewal signals, and customer needs
• Coordinate with data providers for prospecting and enrichment workflows
• Surface feedback loops: what's working, what's not, what sellers need

Innovation & Continuous Learning

• Stay current on sales engagement best practices, emerging capabilities, and industry trends
• Partner with AI Transformation Specialist to pilot and scale AI-enabled workflows
• Experiment with emerging capabilities (Research Agent, Deal Agent, Prospecting Agent) and assess readiness for broader rollout
• Document what works and what doesn't; share learnings with the team
• Help sellers understand how to use new tools as force multipliers, not replacements for judgment

Ability to travel up to 10%

Success Criteria

First 90 Days

• Complete platform certification and build relationships with Marketing, Enablement, and global platform owner
• Understand current deployment state and adoption gaps
• Own Phase 1 ("Never Walk In Blind") completion
• Establish baseline adoption metrics and identify top 3 barriers

First Year

• Achieve 80%+ weekly active usage across deployed sellers
• Successfully launch Phase 2 ("Coach Real Customer Conversations") and Phase 3 ("Never Drop the Ball")
• Establish regular Marketing coordination rhythm with measurable outcomes
• Reduce "I didn't know we could do that" complaints to near-zero

Organizational Alignment

• This position has a matrix based reporting structure, reporting directly to the Regional Services Leader day to day, with dotted line reporting to Regional Sales Leader.  

• The role requires consistent and close collaboration with sales, marketing, and service delivery teams.  

• Initially the role will be an individual contributor, building an organization over time. One the financial justification warrants, the ISS Lead will manage a team of ISS staff.

What we offer

• Generous pay with bonus structure
• Independent environment without a lot of red tape where you are empowered to make decisions
• Substantial benefits package that includes:

• Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions
• Additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness
• 401k program with employer matching 50% up to the first 10% of employee’s contributions
• Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice
• Access to EAP and concierge services
• Pre-paid legal at no cost
• Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO)
• Employee stock purchase plan
• Learning and development opportunities galore
• Tuition reimbursement
• And much more!
• Specific to Milwaukee-based office employees: company-paid parking 

• Winning culture, inclusive environment, and friendly people all over the world
• A remote-friendly organization, with colleagues working remotely either part or full-time

As a culture first organization, being together is how we learn and grow. We come together in-person at least 3 days for collaboration, support, and to have some fun. Where there is no physical location, we give all our employees an equal cultural experience through a remote setting.