Portugal

Service Design

Customer Experience (CX)

Customer Success Management

Community Management

Delivery Manager

Ricardo Araújo

Outsystems

Founder

Product strategy

Collaboration

Problem-solving

Critical-thinking

Empathy

Team player

Customer service

Stakeholder management

Leadership

Analytical skills

Community management

Salesforce

Asana

Balsamiq

Buffer

Figma

GitHub

Glassdoor

Google Ads

Google Data Studio

HubSpot

Intercom

Jira

Miro

Notion

Google Analytics

BambooHR

Understanding factors that lead to a motivated team - recognition, communication and more.

Keeping team members motivated

Understand the process of training, motivating and directing your team members.

Managing people

Steps to building and maintaining a strong, cohesive and effective team.

Building an effective team

Learn the tips to successfully manage a team in a remote environment.

Managing a remote team

Strategies for maximizing your design internship or co-op program.

Getting the most out of my internship

Tips for transitioning into a new role or company.

Changing roles

How to set up the team for success by defining and measuring team's performance.

Choosing metrics and team goals

Practice HR, technical and behavioural interviews with mentors.

Practice mock interviews

As a Program Manager specializing in digital customer support experiences, my passion for innovation and customer-centric approach enables me to create digital experiences that resolve issues and build lasting relationships.

Expertise:
- Strategic Planning: Crafting and executing strategies to elevate digital support experiences.
- Cross-functional Collaboration: Leading teams to design and implement innovative support solutions.
- Process Optimization: Streamlining support processes to improve efficiency and reduce response times.
- Technology Integration: Building intuitive digital tools that ensure a seamless customer journey.
- Customer Insights: Leveraging feedback to enhance support experiences continuously.
- Project Management: Managing projects from concept to delivery, ensuring quality and timeliness.

With over 20 years of experience leading customer experience and success teams, I now specialize in enhancing customer relationships for B2B SaaS companies. My expertise, honed through years of practice, is a proven catalyst for transforming customer journeys and driving sustainable growth, instilling confidence in your business's future.

How I Can Help:
 - Customer Journey Mapping: Crafting a comprehensive map of your entire customer journey.
 - Performance Analysis: Analyzing each step to identify strengths and areas for improvement.
 - Opportunity Identification: Highlighting improvement opportunities for optimized interactions.
 - Quick Wins: Proposing and executing quick, low-effort wins for immediate value.
 - Project Management: Overseeing the seamless implementation of strategic initiatives.
 - Long-term Solutions: Developing sustainable solutions for enduring customer satisfaction.

My track record includes successful collaborations with C-suite executives and operations teams at renowned companies like OutSystems, Code for All, and SoSafe. I offer advisory services backed by a wealth of experience to meet your specific needs.

Let's discuss how we can collaborate to achieve your customer experience goals.

As the Chief Community Officer at Code for All_, a social impact startup, I helped transform 1767 lives by guiding diverse professionals through our 14-week Full-Stack Software Development Bootcamp. 

My key responsibilities included:
 - Implementing community engagement strategies.
 - Building relationships with customers and community members.
 - Ensuring feedback was addressed to improve NPS.
 - Developing community outreach programs.

My role also involved fostering a sense of unity and collaboration within the community, ensuring everyone's voice was heard and valued.

Stepping into the role of interim VP of Marketing, I demonstrated my leadership skills by assembling new marketing and admissions teams, targeting new customer segments, and developing marketing campaigns that led to a significant 30% increase in student enrollment.

As the Global Community Director at OutSystems, I significantly supported the company’s growth by building a developer community of over 500,000 members, emphasizing tolerance, diversity, inclusion, and social impact. 

As a team, we launched an Education Program that reached over 58,000 students across 2,300 educational institutions in 40+ countries. Additionally, I developed talent strategies to address the IT skills gap through reskill and upskill programs.

As an OutSystems representative, I advocated for our mission and values at various public events. I also spearheaded the creation of cross-department programs that supported the talent needs of our customers and partners and had a global impact, creating thousands of jobs worldwide.

As the Director of Customer Success at OutSystems, I set and executed the strategic vision for our department, focusing on driving exceptional customer outcomes, product adoption, and a stellar customer experience. By reducing churn and fostering advocacy, I retained valued customers and drove new business growth.

I built and led a high-performing team of 25 members, ensuring we met our clients' evolving needs. Additionally, I developed a company-wide customer success strategy, promoting collaboration and excellence.

Working closely with sales management and regional directors, I aligned customer strategies for a seamless approach. My dedication to understanding and supporting our customers' unique business objectives helped them achieve remarkable success, fostering lasting relationships that drove customer satisfaction and company growth.

Lead Professional Services in APAC, Middle East, and South Africa. Responsible for P&L, ensuring revenue and margin attainment. 

My role involved close collaboration with sales and consulting experts. Together, we forecasted and developed client businesses and estimated costs to ensure the profitability of engagements. I also interacted with the Shared Services Practice, promoting the usage of best practices. 

Advocated for the company culture in every interaction with employees and customers. Oversaw multiple project delivery teams executing defined methodologies to meet engagement requirements and thought leader in delivering enterprise solutions.

As a Professional Services Manager, I had the opportunity to start and grow OutSystems's first remote development unit.

Together with the rest of the Professional Services leadership team, I led the sustainable growth of the unit to 100 software developers, creating the growth playbook for a business unit, from P&L, recruitment, project allocation, and customer relations.

Notably, this project extended its impact beyond the company's growth. It played a significant role in combating desertification, a pressing issue in the European area with the oldest population, thereby demonstrating our commitment to social responsibility.

As the Tech Lead of the development team at Novabase, I oversee a talented group of software engineers and drive innovation and excellence in our product development. 

My role involved a blend of technical expertise, leadership, and strategic planning to ensure the successful delivery of high-quality software solutions.

I was part of a great team making www.rr.pt the fourth channel of the Radio Station Group Renascença(RR, RFM, MegaFM).

I worked with a fantastic team of software developers focused on building financial systems for web enterprise use.

Ricardo Araújo🇵🇹

About Ricardo Araújo

Expertise

What mentees say