At a Glance
- Tasks: Manage high-touch accounts and drive product adoption for strategic customers.
- Company: Join OutSystems, a leading AI Development Platform with a global presence.
- Benefits: Competitive salary, remote work options, and opportunities for professional growth.
- Other info: Be part of a dynamic team with exposure to diverse industries.
- Why this job: Shape the future of enterprise software and make a real impact on customer success.
- Qualifications: 5+ years in customer-facing roles and strong analytical skills required.
Due to an ever-expanding client base, OutSystems is hiring a Senior Customer Success Manager to ensure the most strategic customers are realising the full value from OutSystems products and solutions across their entire global enterprises.
What You Will Do:
- Responsible for managing high touch accounts helping increase product adoption and expansions. There is also a requirement to renew contracts that are allocated. The vertical markets we work in are variable so exposure to different industries is an advantage.
- Onboard new customers.
- Educate the customer on OutSystems' best practices, resources and training materials.
- Maintain communication with your customers to ensure success in their development and identify bottlenecks early.
- Be a key player of a growing global Customer Success team managing a large customer base and important initiatives.
- Provide business and product knowledge and develop/execute effective success plans to drive customer outcomes.
- Educate customers on how existing and new product features/functionality will contribute to the growth of their business.
- Work cross-functionally with multiple OutSystems teams to manage escalations, remove blockers and ensure customers can adopt and maximise utilisation 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 customers back to the Product Management team.
- Gather insights and data regarding consumption, trends and risk factors.
- Be innovative and make an impact: on your customers, on your team, and on the company.
- Manage a large customer base efficiently and effectively.
- Increasing executive ability into your customer base, broaden contacts and build champions.
Qualifications:
- Bachelor's Degree (or equivalent) or higher.
- 5+ years experience in a customer facing services roles such as Technical Account Management, Customer Success Management, Solution Engineering/Architecture, or Professional Services.
- Proven ability to multi-task and adapt to constant change.
- Ability to gather and analyse data and apply to your account management strategies.
- Proven ability to consistently deliver projects, drive successful technical programs, and manage technical accounts.
- 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 behaviour and revenue.
- The ability to work with distributed teams, across geos and cultures.
- Detail oriented and well organised. Able to work with minimal supervision and very effective at managing time.
- SFDC/Gainsight experience preferable.
Lead Customer Success Manager employer: OutSystems Inc.
OutSystems is an exceptional employer that fosters a dynamic and inclusive work culture, empowering employees to shape the future of enterprise software development. With a strong focus on employee growth, OutSystems offers extensive training and development opportunities, ensuring that team members can thrive in their careers while working with some of the world's most recognisable brands. Located in a global environment, employees benefit from a diverse and collaborative atmosphere, making it an ideal place for passionate individuals looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OutSystems Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like OutSystems Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Lead Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to OutSystems Inc.:Your cover letter is your chance to shine! Tell us why you want to work at OutSystems Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at OutSystems Inc.!
How to prepare for a job interview at OutSystems Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
