Director, Americas Practice Lead

Uipath New York , NY 10007

Posted 6 months ago

Accelerate Human Achievement: that is UiPath's purpose. We are the leader in Robotic Process Automation (RPA) and the highest-valued AI enterprise software company in the world. With over $568 million in funding from top venture capital firms like Accel, CapitalG, Kleiner Perkins, Sequoia, IVP, Madrona Venture Group, Meritech Capital & Coatue, we are on an unprecedented trajectory of growth. With this funding, we have an incredible opportunity to improve the way people work globally.

Our award-winning company culture values humility, and leaders who know how to listen. CEO Daniel Dines' primary goal was to build a company where he would love to work, and even now, with thousands of employees in tens of countries, that remains our top priority.

We trust and empower our colleagues, and together we make sure we have everything we need to do our best work, from the support of strong leaders to awesome perks and benefits.

Our Professional Services team advises and guides a wide variety of customers, ensuring they launch UiPath successfully, adopt it widely and are continually driving business value from UiPath. The Americas PS Practice Lead is responsible for overseeing all aspects of the professional services activities for the Americas geo. Understanding the key needs of our customers, partners, and sales team and applying the services eco-system to deliver on those needs. The Practice Lead will take ownership of the success of PS within the geo and ensuring customers are achieving their desired outcomes. They must have previous experience, performing this function at a global SI.

The Americas PS Practice Lead is a key position within the Services organization. This individual will need to "matrix manage" the various delivery functions within the practice as to bring about the desired result to customers and partners alike. As the PS Practice Lead, it is incumbent that you will work collaboratively with Business Consulting, Technical Services (delivery), Customer Engagement, Portfolio Services, Delivery Ops, Business Ops, and your other geo-based Practice Leads. Additionally, you will need to work closely with our Sales teams (Global, Enterprise, and SME/Commercial) to develop a comprehensive understanding of the geo and the specific elements necessary to deliver success via the Professional Services organization, feeding requirements back to various functions in the services organization. The PS Practice Lead will own all related metrics that demonstrate a highly functioning practice within the geo and that UiPath is providing an outstanding customer experience from sale through delivery. The ultimate goal is to accelerate the adoption, consumption, and expansion of UiPath in our customers

Major areas of responsibility for the Americas PS Practice Lead is to understand the business needs of the geo, provide leadership and guidance on how best to achieve success, assist all relevant parties to ensure that customers realize their desired outcome. To that end, you will also be responsible for addressing customer satisfaction issues related to services issues within the geo. You will need to establish a culture that thinks "customer first" and is maniacal about customer success.

Working collaboratively throughout UiPath, you will be responsible to build relationships based on trust and execution.

Scope of Activities

  • Build a deep understanding of all pertinent aspects within the geo as it relates to RPA

  • Create a quarterly/annual "business plan" for the geo that provides tactical and strategic insight into the direction of prospect and customer needs, offerings, skills, etc.

  • Act as a key focal point in delivering the services message to the Sales, to customers, and partners

  • Work collaboratively with all Professional Services functions to address the RPA needs within your geo

  • Collaborate with the Customer Engagement team to create value driven proposals

  • Identify potential offerings and work with the Portfolio team to integrate into the roadmap

  • Attract talent to support the overall delivery and consulting needs of the Services organization

  • Deliver on revenue, margin, and customer satisfaction targets

  • Maintain the pulse of the geo and communicate status to PS leadership

  • Collaborate on the directional and future skills required within your geo

  • Be customer and partner first

  • Proactively manage customer/partner issues with professionalism and tact

  • Work collaboratively with the entire Professional Services leadership team

  • Internalize every aspect of the customer experience as it relates to delivery excellence

  • Assist in the development and/or review of SOWs, MSAs, and other related documentation

  • Maintain high levels of customer/partner engagement with a focus on CSAT and NPS

  • Coordinate feedback and insight from customer engagements to improve the product, delivery kits and overall customer experience

  • Continually work to identify, develop and share new uses for UiPath

  • Identify best practice artifacts that can be packaged into delivery kits and shared with partners

  • Help drive customer references and case studies.

Job Profile Requirements

  • 7+ years leading a global IT based, deliver/consulting team

  • 7+ years of experience working with or for system integrators and/or global SI

  • 5+ years with RPA like experience

  • Manage a team of 200+ delivery/consultant resources

  • Experience managing a services portfolio in excess $100M and associated metrics

  • Demonstrated ability to recruit and hire

  • Start-up type experience, with the ability to operate in a fluid and dynamic environment

  • 10+ years relevant work experience in a customer-facing, partner facing, customer success, account management or strategic consulting organization.

  • 2-3 years of experience working in various financial and operational roles

  • Excellent verbal and written communication skills

  • Strong business acumen with the ability to achieve or exceed financial targets

  • 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.

  • Previous experience with working with Automation Anywhere, Blue Prism, OpenSpan, is a plus

At UiPath, we value a range of diverse backgrounds experiences and ideas. We pride ourselves on our diversity and inclusive workplace that provides equal opportunities to all persons regardless of race, color, religion, sex, sexual orientation, gender identity and expression, national origin, disability, military and/or veteran status, or any other protected classes.

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Director, Americas Practice Lead