Customer Success Manager
UK&I
Posted on 2/8/2024
UiPath

1,001-5,000 employees

AI-powered business automation platform developer
Company Overview
UiPath, a global leader in AI-powered business automation, fosters a culture of innovation and inclusivity, attracting top talent to contribute to the next leap in automation technology. The company's competitive advantage lies in its robust and user-friendly automation platform, which has helped diverse clients, from Uber to Xerox, save millions of dollars and thousands of hours, demonstrating its industry leadership. With a commitment to making the world a better place through automation, UiPath offers a dynamic work environment that encourages creativity and problem-solving, making it an ideal workplace for those passionate about technology and its potential to transform businesses.
AI & Machine Learning
Fintech
Robotics & Automation

Company Stage

Series F

Total Funding

$2B

Founded

2005

Headquarters

New York, New York

Growth & Insights
Headcount

6 month growth

2%

1 year growth

6%

2 year growth

8%
Locations
London, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Management
CategoriesNew
Sales & Account Management
Customer Success & Support
Requirements
  • Executive stakeholder influence & relationship management
  • Program management & driving action through others
  • Value management fluency
  • Extreme ownership, critical thinking & solution oriented
  • Adaptability & ability to navigate ambiguity
  • Collaborative, Listener & Advisor
  • Empathy & sympathy
  • Strong presentation skills
  • Excellent verbal & written skills
  • Sales, Consultant or Customer Success experience
  • Analytical & Strong problem solving
  • Multi-lingual, English (as minimum)
  • Project/Program management
  • Hands on digital Technology
  • Software delivery and implementation
  • Customer conflict solving
  • Understand application landscape
Responsibilities
  • Build the Customer Success Plan and Value Delivery Plan
  • Drive Post Sales Motion: Risk Mitigation & Escalation; Cadence Management; Delivery Workstreams; Reporting Cadences (Exec Sponsor Review, QBR); Program Governance & RACI Matrix
  • Ensure value capture and value roadmap management (tracking, maintenance & intervention); LOB relationship management
  • Ensure the UiPath message “Customers Matter” by ensuring customers see the Automation Add Value and realization of business objectives
  • Act as a strategic & trusted advisor to the customer
  • Empathize with every aspect of the customer experience, putting customers’ needs first
  • Maintain high levels of customer engagement by regularly engaging with customers
  • Drive higher customer satisfaction and loyalty by addressing customers challenges and warranty renewals
  • Coordinate Customer Partner activities
  • Immerse the UiPath Culture and CS passion into the relationship building with customers
  • Build customer communities & networks to drive collaboration across industries
  • Provide a voice back to the product team of what our customer need
  • Enable adoption of UiPath products and drive higher customer retention
  • Increase customer NPS & CSAT scores & customer feedback
  • Develop Customer Success assets and methods, and work with the Key Account Managers from Sales to create new or refine existing onboarding materials
  • Help drive customer references and case studies
  • Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
  • Mentor and provide guidance to newer Customer Success Managers and partner with UiPath’s Account Executives to help them be more effective
  • Proactively spot and correct any issues that could affect customer satisfaction or retention
Desired Qualifications
  • Experience in project/program management
  • Fluency in multiple languages
  • Hands-on experience with digital technology and software delivery
  • Customer conflict resolution skills
  • Understanding of application landscape