Manager Product Support Job in Uipath

What you'll do at UiPath Work hands-on with UiPath customers, in a post-sales role to provide support services. Be proactive in providing outstanding customer support for UiPath Customers Act as a liaison between Customers and the Escalation and Serviceability team to drive product improvements. Work in collaboration with the Product and Supportability team to plan, test and provide feedback for various product releases. Interact with all levels of management and roles within the customer organization and UiPath. Act promptly on feedback received from customers and the field to continually improve processes and infrastructure. Shape and Influence UiPath s growth and scalability, through new offerings, processes and tools, and finding new ways to deliver amazing customer satisfaction Facilitate and remove obstacles from the technical support team s path to promote efficiency and expediency. Contribute to the development of organizational processes and practices within the technical support team. Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers. Develop and improve standard operating procedures, performance metrics, and feedback mechanisms for your team. Manage key processes including analysis, case reviews and customer feedback analysis. Drive continuous improvement in processes through innovation and automation What you'll bring to the team 8+ years of Overall Experience 3+ years of experience in customer success, technical support, operational excellence or IT Service management . Manage team of 8+ Support Engineers in multiple time zones. Bachelor s degree in computer science, Information Technology, or related discipline is required. RPA Training and Certification, PMP or Prince2, ITIL V3 Certification, any relevant Support Manager Certification are optional. Experience in using a web-based helpdesk system for incident, issue and problem management. Experience in using and augmenting customer support forums and knowledge repository. Experience in using Automation and other digital technologies (RPA, Data Analytics etc.) Prior experience with the use of RPA Products like UiPath is strongly preferred General knowledge of cloud architecture as well as on-premises applications 2+ years of SaaS support experience is strongly preferred Excellent communication skills, including issue tracking, triaging and crisis management Experience in Process Improvement, Decision Making, Managing Processes, Planning, analyzing Information, Developing Standards, Help Desk, Service Excellence. Mentoring & Leadership Lead a team of Associate and Product Support Engineers including Subject Matter Experts Recruit, mentor and inspire the team to progress in their career path Drive results through Teamwork Facilitates effective team interaction. Manage the daily support business within your team. Support the team to focus on basics (Case volume, Backlog Management, TTR, FR, KB creation etc.), eliminate roadblocks if any and encourage cross functional collaboration. Commit to Performance Management and Recognition Program. Prepare team on Technical and Business skills, certifications, standards etc. Understands how to communicate difficult/sensitive information tactfully. Cross Team Collaboration Connect internally with the different specialization groups within and across Geos, connect with P&E, TAMs, Professional Services, Customer Success, and Sales teams at operational level. Customer Management Drives continuous improvement by identifying the right KPIs and adhering to best practices to achieve them. Communicates effectively with customers to identify needs and evaluate alternative technical solutions with customers. Continually seeks opportunities to increase customer satisfaction and deepen client relationships. Manages client expectations effectively. Identifies critical issues with ease.