André Mota Email & Phone Number

Porto, Pt

Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey. Enable consistent feedback practices within the Customer Office to derive meaningful insights for improvements, and execute aligned with the larger CX strategy.Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.Liaise with the leadership of other teams to ensure customer-centricity in their respective departmental work and help them deliver under the overall customer experience strategy. Advocate for changes in other departments’ ways of working and cross-functionally collaborate with teams to implement change. Build and manage a practice of customer experience champions with deep domain expertise in customer experience journeys.

CX domain expert and thought leader, keeping up with industry trends and best practices;Drive Customer Experience in alignment with the OutSystems Support service delivery strategy and the overall customer journey;Champion opportunities to consistently improve the OutSystems Support service delivery experience;Help drive customer retention, reduce churn, and increase customer satisfaction;Map the customer’s Support journey and identify opportunities to increase engagement and make the customer experience a remarkable one;Understand and help in defining segmentation of customer base and other similar strategies, and identify opportunities for continuous improvement;Develop and test new strategies for driving customer value.

Review and identify areas for improvement leading to operational efficiency, process optimization and field acceleration (channel enablement tools, process, and programs) to grow partner experience and productivity.Drive the creation of cross-functional end-to-end channel operations plan to support the business.Standardize and automate reporting to channel partners, track channel partner progress against business plan metrics and monitor business reviews.Manage compliance of the non-standard transactions process, creating and providing training as needed internally and to partners.Represent channel partner ecosystem and ensure specific needs and issues are addressed and fits within the corporate overarching strategy and compliance.Increase channel operations strategy adoption working closely with field and sales operations teams.

Singapore, Portugal

Act as SME in the use of Partner Relationship Management tools.Discover competitors' partner tools and benchmark OutSystems PRM tools strategy. Analyze and document OutSystems Partner's journey and internal processes.Own and prioritize the Digital Roadmap of all applications aligned with Partner Operations strategy and in tandem with the OutSystems Channel Digital team.Define and prioritize all digital backlog of Partner Center.Collaborate with Partners and Channel Sales team to design, implement and review digital processes to maximize adoption.Coordinate applications rollout and internal teams communication and training.

Singapore

On-board and enable new partner development teams;Engage with partners to drive their proficiency growth and training completion of learning paths and certification programs;Drive success and referenceability of partner projects;Deliver and promote technical advisory and evangelization sessions to leverage partners technical expertise.Manage the Partner Technical Enablement program for APAC.

Lisbon Area, Portugal And Singapore

Translate business requirements into viable and scalable applications;Design and build a functional and technical system architecture based on business needs and drivers;Design third-party integrations, being the technical point of contact;Responsible for solution non-functional requirements like solution performance, scalability and security;Manage tasks and technical people according to project needs ensuring team work, commitment and alignment expectations;Guarantee quality procedures and excellence behaviors;Size features and assign work items/tasks;Support feature delivery demos;Manage solution staging life-cycle, conducting QA and production deployments, supporting overall solution rollout procedures.

Lisbon Area, Portugal

Development of scenarios, use cases, and high-level requirements capture based on business processes and market research;Evaluation of proposed solutions feasibility;Interaction with customers to define, design and ship new releases;Management of an agile software engineering environment (with source control, release cycle, continuous deployment).Analysis, implementation, integration, deployment and configuration of systems.

Lisbon Area, Portugal

Data analysis and production of data models for new systems and new features of existing systems.Analysis and design of workflows and case management information systems.Production of use cases covering case management and content management scenarios.Analysis, implementation, integration, deployment and configuration of systems.Conception and implementation of test plans, deployment plans, technical documentation, evaluation and reporting activities.Participation in technical working groups, progress meetings and meetings with the users.

Porto Area, Portugal