At UiPath we see boundless potential in the way we live. It drives the way we work. Our culture is our most valuable asset, that's why it acts like a compass to us. We’re fast, immersed, humble and bold. And that’s not just words on the walls.
Eliminating time-consuming tasks means people get to do more of what they love. It’s an inspiring, high stakes challenge that motivates us, and this common passion bonds UiPath employees globally. We all strive every day to be better and to accelerate human achievement.
We make robots, but we hire people. Would you like to be part of this journey?
UiPath is looking to add a Vice President, Global Product Support who will be responsible for transforming and leading our Next-Gen technical support center, assisting US and international customers. The ideal candidate would be a driven individual who is passionate about delivering innovative solutions and delighting the customers, to join UiPath in their exciting growth journey. As a member of UiPath, s/he will work collaboratively, be customer-oriented, challenge self and others, and be curious. UiPath employees are encouraged to make their mark and evolve the company through their own drive and accountability. UiPath values talent and hard work, and rewards those who excel in their roles and deliver results. People are the key contributors to UiPath’s success.
The successful leader would work directly with global support teams to provide successful customer outcomes. S/he will collaborate with Customer Success Management and other internal stakeholders to drive customer success and provide long-term value for the customer base. Ideal candidate would engage directly with the customers to garner feedback and ensure quality of service. S/he would evolve key processes across the teams to scale and drive customer value. Given the current customer base is spread across both on-premise as well as cloud, the ideal candidate should be comfortable working across both the environments.
The role will be based out of Bangalore or US Remote.
KEY RESPONSIBILITIES:
Lead and expand global product support organization.
Manage escalations to executives.
Unlock any blocking issue of the customer journey through adapted solutions escalations.
Migrate situations between customer and lead cross-functionally to drive customer success.
Know the implementation Partners and learn from existing experiences.
Gather feedback from other departments, including Sales, Pre-sales, Support, Product, Partners.
Advocate for changes in other departments’ ways of working and collaborate.
Drive company-wide definition of ideal customer’s journey.
Create company-wide customer feedback loop.
Drive alignment with Sales, CSM & Product and stay informed regarding customers’ important news.
Establish and execute key metrics for the GPS team at company level.
Create a customer centric culture.
Achieve operational excellence and rigor.
Dispose of real time data for all customer success related metrics.
Develop and lead global programs focused on continuous improvement and evolution of support offerings.
Team with Support Innovations team to implement systems and processes designed to enable scale and support excellence.
Partner with UiPath’s Product teams to provide customer feedback, streamline processes and improve customer outcomes.
Lead and develop a motivated team of Support professionals.
Build upon UiPath’s Support career framework to enhance the team’s focus on personnel development.
Participate as a member of our global Customer Success Leadership team to collaborate as we evolve UiPath’s customer experience.
Attract, develop, and retain the best possible team and ensure they operate and assimilate successfully into the UiPath culture.
Implement and understand key performance indicators, both operational and financial, and hold people accountable for results.
DESIRED OUTCOMES:
Build the right organization structure to scale. Attract high caliber talent and lead talent and development initiatives and to support current and align talent needs with future business objectives.
Create and execute the strategic plan for global support.
Create revenue generation offerings beyond the core.
Focus on increasing CSAT and reducing cost to ensure that headcount does not scale linearly with increase in support.
Aspire to increase annual productivity by 10-12%.
The Global Product Support Head is responsible for running the support function as a hands-on, empathetic and results-driven leader. Being visible, working closely with the teams, and being on-the-floor with teams is critical for success in this role. The ideal leader is responsible for successfully improving the support metrics while keeping the team agile and efficient.
IDEAL EXPERIENCE
15+ years of support leadership experience in complex technology ecosystem Strong track record of leading product support function for market-leading companies in the broader enterprise technology space.
A high degree of familiarity and comfort with enterprise software, cloud and subscription-based methodologies.
Possess an aptitude for how technology products and solutions solve business problems, across global IT environments.
Experience in transforming global support operations Demonstrated track record of success in developing and transforming a comprehensive global product support within an enterprise technology organization.
An understanding of the strategic and operational processes that are necessary to help a company move forward in a rapidly evolving industry and playing field.
Scale up, high paced environment experience.
A collaborative problem solver who has played roles that are larger than their official scope as the “glue” that helps deliver results across team boundaries; known to setting up processes and systems that enable a team, division or company to see around the corner to the next obstacle and opportunity faster than the competition.
Entrepreneurial mindset Large company experience with an entrepreneurial mindset is ideal.
Experience in a start-up environment would be an added advantage.
Proven leadership, team building and coach skills
Experience with working in an international business environment and managed teams of 50+ FTEs.
Proven team builder in a complex multi-dimensional matrix organization and a solid track record in building and growing successful teams.
CRITICAL LEADERSHIP CAPABILITIES
Driving Results
The successful candidate should have ability to work in an ambiguous environment but still achieve the goals. Given the support nature of the role, improving CSAT and reducing costs are of paramount importance to the organization ▪ Acts to surpass goals, seizing opportunities to push the envelope. ▪ Sets continually higher goals that are ambitious but realistic for self and team, geared to organizational objectives. ▪ Focuses on new business opportunities that enable business development targets to be exceeded.
Leading People
The individual should not just recruit top talent but also nurture, mentor and retain them ▪ Collaborates and openly debates with the team to manage projects, solve problems, discuss challenging issues, or learn more about critical issues as a group. ▪ Delegates roles thoughtfully to free self to work at a more strategic level. ▪ Collaborates with each employee to establish clear, challenging performance goals and metrics for the year. ▪ Designs a performance management process to monitor projects and deliver results that exceed expectations. ▪ Periodically reviews team progress against plans, focuses attention beyond the project to the full year or more.
Collaborating and Influencing
The individual would work with both external and internal stakeholders and should be well adept at establishing credibility as well as influencing senior leaders - ▪ Invites and uses the opinions and perspectives of others. ▪ Engages people in a dialogue to gain commitment and bring them "on board", linking their perspective to the intent. ▪ Adapts own approach to the audience, anticipating impact of words and actions, preparing for possible resistance and responding in an appropriate style, using a range of influencing styles. ▪ Resolves conflicts by discussing individual issues with each person. ▪ Checks with all sides involved in the discussion to ensure a common understanding. ▪ Takes initiative to maintain contacts.
