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Customer Success Associate
One of the fastest growing B2B software companies in the world, OutSystems is on a mission to change the way software is built. We are looking for talented and motivated people to join us as we enable every organization to innovate through the power of software. The OutSystems modern application platform empowers customers to build, deliver, manage and evolve the software that makes a difference to their business. With high-productivity, AI-assisted tools, customers are able to quickly tackle any strategic challenge such as application modernization, workplace innovation, business process automation, and customer experience transformation. The OutSystems platform also ensures solutions are secure, resilient, cloud-native, built to scale, and most importantly, are able to be continuously evolved.
By delivering a best-in-class, state-of-the-art offering, OutSystems has achieved global scale and experienced tremendous recent growth. Today, OutSystems has more than 350,000 developer community members, 1,200 employees, 300 partners, and thousands of active customers in over 60 countries and across 22 industries. Founded in 2001 and headquartered in Portugal, OutSystems now has global offices in the United States, the United Kingdom, the Netherlands, Germany, the UAE, Japan, Hong Kong, Malaysia, Australia, and Singapore, as well as a thriving, world-wide community of remote employees.
OutSystems team members are at the core of a dynamic, industry-leading company that is helping customers of all sizes and all across the globe to build applications fast, right and for the future.
We are looking for a Customer Success Associate to join our growing CSM team responsible for managing and growing our customer base. In this role you will join our team responsible for managing our tech-touch accounts, helping to drive our Digital Journey customers satisfaction and loyalty throughout the Digital life-cycle. You will help influence the digital journey delivered for each customer, to ensure a seamless customer experience and retain positive customer satisfaction. This is an exciting opportunity to put your fingerprint on new programs that will help us drive Customer Success at scale as we experience hyper-growth across our global organization. This position will be in Europe.
Assist with issues regarding digital onboarding with new customers
Proactively oversee the Digital segment customer’s health score, onboarding and first value status via dashboards and liaise with the Sales team or internal departments to align on a mitigation plan with regards to a risk or issue.
Experience working with a wide customer base under a playbook-based approach
Ability to analyze data and identify bottlenecks early in our customer’s development
Be a key player of a growing global Customer Success team managing a large customer base and important initiatives
Proficient in managing multiple competing priorities simultaneously
Work cross-functionally with multiple OutSystems teams to manage escalations, remove blockers and ensure customers can adopt and maximize utilization of our platform
Be an advocate for your customers - identifying and quantifying the key factors for Customer Success and then communicating them effectively to drive the solutions provided by OutSystems.
Bring intelligent and relevant product feedback and recommendations from you research discoveries and customer engagements to help improve customer experiences and internal processes
Gather insights and data regarding consumption, trends and risk factors.
Collaborate and write communications to be sent to customers
Be innovative and make an impact: on your customers, on your team, and on the company
Bachelor’s Degree (or equivalent) or higher
Fluent Portuguese and Dutch is preferred.
3+ years experience in a customer facing services roles such as Technical Account Management, Customer Success Management, Solution Engineering/Architecture, or Professional Services
Experience managing a large customer base in a subscription revenue model
Proven ability to multi-task and adapt to constant change
Gainsight and Salesforce experience
Ability to gather and analyze data and apply to your account management strategies
Proven ability to consistently deliver projects, drive successful technical programs, and manage technical accounts
Strong writing skills
Experience working with a technical customer base and/or corporate IT projects and processes
Proven ability to influence people internally and externally to drive outcomes
A highly qualitative approach to understanding, measuring, and forecasting customer behavior and revenue
The ability to work with distributed teams, across geos and cultures
Detail oriented and well organized
How you will be measured:
Retaining and growing revenue within the existing customer base
Analysis and mitigation techniques for increasing customer health scores and NPS
The ability to identify and mitigate risk
Creating OutSystems advocates in your customer base
What we have to offer you?
A company that continues to grow, change and innovate, and gives our teams the space to be proactive and creative.
Real career opportunities. We care about growth and development. Vertical career progression is an obvious possibility, but we also offer the possibility for lateral moves, joining different teams, and mastering specific skills.
Work colleagues that are as smart, hardworking and driven as you – and a team that is global.
A company culture that is based on transparency, teamwork and excellence (as promised in our Small Book of the Few Big Rules and delivered every day.)
Disrupting the status quo is in our DNA. In fact, it’s why our company exists.
We “Ask Why” a lot. It helps us connect our individual work to the bigger picture and sometimes even uncover a better way.
Are you ready for the next step in your career? Then we’d love to hear from you!