Senior Customer Success Manager

Overview:
We see boundless potential in the way we live. It drives the way we work. Our culture is our most valuable asset. It acts like a compass for us. We are 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 software robots, so people don’t have to _be _robots. Would you like to be part of this journey?

**Role: Senior Customer Success Manager (Public Sector)**

A major area of responsibility for a Customer Success Manager is acting as a trusted advisor and helping customers structure and manage companywide UiPath automation deployments as part of their larger digital transformation journey, coaching the customer’s project team on UiPath's deployment methodology, and helping them to develop an appropriate change management strategy that maximizes adoption, self-sufficiency, and realizing business value.

What you'll do at UiPath:

- Empathize with every aspect of the customer experience, putting customers’ needs first.
- Maintain high levels of customer engagement with a focus on customer satisfaction and loyalty.
- You engage with your customers across different channels and mediums. You are our rockstar on stage.
- Conduct workshops, trainings, business reviews and proactively suggest solutions to common customer challenges.
- Continually identify and develop new uses for UiPath that drive adoption and that align to customers’ business needs and strategic goals.
- Proactively spot and correct any issues that could affect customer satisfaction or retention.
- Coach customers to be product experts and train their teams on UiPath best practices so they become increasingly self-sufficient.
- Mentor and provide guidance to newer Customer Success Managers and partner with UiPath’s Account Executives to help them be more effective.
- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
- 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

What you'll bring to the team:

- 10 - 15 years of career experience with a strong focus and exposure working with or selling to Public Sector customers in Singapore.
- 6+ years direct work experience in a customer success, account management or strategic consulting organization. Relevant experience managing a portfolio of customers and impacting churn / contraction is a plus.
- This is a strategic role where you will use your expertise and your existing relationships within the government sector to make a huge impact.
- SaaS experience a benefit.
- Experience in technical support, software adoption and customer onboarding, project management, technical sales, and consultancy.
- Strong analytical and problem-solving skills.
- Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
- Strong communication and interpersonal skills. Proven experience building strong internal and external relationships.
- Proven track record in a highly professional customer service in a dynamic, start-up environment.
- Diplomatic, tactful and poised under pressure when working through customer issues.
- Previous experience with working with Uipath, Automation Anywhere, Blue Prism is a plus though experience in SaaS, Cloud and ERP / CRM companies will be considered as well.

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