What are the responsibilities and job description for the VP, Americas Customer Success position at UiPath?
Overview:
As a Vice President, you will lead a team focused on the successful adoption of UiPath, guiding customers through the people, process, and technology facets of their Automation journey. You'll work across customer facing teams to ensure that a customer’s experience on UiPath exceeds their expectations. In this role you will deeply understand the customer’s business objectives and regularly engage with stakeholders across a cross-functional and geographically dispersed team to ensure Uipath is helping them achieve their goals.
You will be responsible to hire, onboard, develop and mentor a growing Regional Customer Success team while working closely with Sales leadership to define strategic initiatives, set business direction and align priorities across the sales territories. You'll be an active, hands-on leader with outstanding Customer Success skills and the ability to communicate our value proposition to customers, prospects and partners from business executives to technical administrators.
This position will report to Global Customer Success leader.
What you'll do at UiPath:
Our Customer Success team helps customers transform their IT organizations to build and operate an Automation Operating Model using UiPath’s products and services and ensuring that customers can maximise their investments.
As a Vice President, you will lead a team focused on the successful adoption of UiPath, guiding customers through the people, process, and technology facets of their Automation journey. You'll work across customer facing teams to ensure that a customer’s experience on UiPath exceeds their expectations. In this role you will deeply understand the customer’s business objectives and regularly engage with stakeholders across a cross-functional and geographically dispersed team to ensure Uipath is helping them achieve their goals.
You will be responsible to hire, onboard, develop and mentor a growing Regional Customer Success team while working closely with Sales leadership to define strategic initiatives, set business direction and align priorities across the sales territories. You'll be an active, hands-on leader with outstanding Customer Success skills and the ability to communicate our value proposition to customers, prospects and partners from business executives to technical administrators.
This position will report to Global Customer Success leader.
- Execution of the UiPath GTM strategy to ensure over-achievement of our revenue targets and business objectives.
- Hire, onboard, develop and mentor a Regional Customer Success team with focused field engagement with customers and prospects.
- Focus on driving customer adoption of UiPath’s Automation Platform, especially in building an Automation blueprint for our customer’s digital transformation and automation journey.
- Uplift and transform the Customer Success function to act as trusted advisors to our customers. Drive and maintain high customer satisfaction by ensuring the customer is deriving value from UiPath technology.
- Partner with Sales leadership to manage appropriate resource allocation contributing to accelerated opportunity upsell identification and closure working closely with presales and professional services and automation consulting teams.
- Provide hands-on leadership, mentoring, and prescriptive guidance to a diverse Customer Success team.
- Provide ongoing customer feedback and competitive intelligence to Product Management, Product Marketing, and CI teams.
- Foster a culture that develops and retains CS team members and positions them for future career growth.
- Conduct typical management functions such as interview/hire qualified candidates, conduct performance reviews and actively participate in employee career planning
- Assist in increasing end-user adoption and consumption of UiPath products through participation in events, training, seminars, and other activities as appropriate.
- Actively participate in Customer QBRs, Customer Advisory Boards with top strategic customers with Regional and Territory teams.
- Develop and maintain strong contacts and relationships with corporate resources that can assist in driving GTM strategy.
- Reporting on pre-determined interval on customer health checks and utilization and be proactive in identifying potential down sell/churn risks.
- Maintain knowledge of competitive products to effectively address and dispel objections to UiPath solutions.
- Partner with Sales Management in region and global program offices to formulate and implement both tactical and strategic CS initiatives within their assigned region.
- Perform other duties as required.
- Master’s Degree or equivalent industry experience from enterprise software companies with dedicated customer success functions.
- Minimum of 10 years of industry related experience.
- Minimum of 5 years in a relevant leadership capacity.
- Ability to gain the confidence of Customers, Senior Management, the Sales ecosystem, and direct reports.
- Ability to run Customer Advisory Boards, be an executive sponsor for key strategic accounts across AMER and interface globally around technical or business blockers hindering customer success.
- Foster and maintain internal and external relationships to be significantly leveraged in driving additional UiPath business. Drive thought leadership externally to position UiPath as a leader in technology adoption and customer success best practices.
- Exceptional verbal, written and presentation skills. Possess both customer and partner empathy.
- Demonstrated leadership in the aggressive pursuit of regional objectives and able to prioritize resource allocation in higher growth markets and take tough decisions on underperforming areas of the business.
- Superior listening skills, a strong sense of urgency with a bias towards action and execution.
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