ABBYY Careers

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USA — Milpitas | Services / Customer Support

Customer Success Manager (flexible location, all states)

Location: Flexible – USA, Remote work from home office

Why work at ABBYY?
ABBYY is a fast-growing, global software company specializing in Digital Intelligence solutions, committed to developing innovative solutions to empower enterprises through digital transformation. Our comprehensive product line includes content management and process intelligence solutions allowing organizations to capture critical data in real time for fast actions impacting customer experience, competitive advantage, visibility, and compliance. Learn more about our products, services, and story at www.abbyy.com.
In addition to competitive compensation and benefits, ABBYY proudly offers flexible schedules for work-life balance, many remote work positions, and a culture built on the diversity of a global community. Our company values are driven by innovation, team work, open minds, and going the extra mile.

Summary:

Do you have a strong technical acumen and a passion for supporting customers? As a Customer Success Manager (CSM) at ABBYY, you help our customers maximize their use of the ABBYY portfolio of solutions services. You’re the main contact for ABBYY’s licensing and enterprise customers, and act as a Subject Matter Expert (SME) for the full range of ABBYY technologies.
For your assigned accounts, you’re responsible for resolving customer issues, acting as a point of contact for technical issues, managing customer expectations, reporting customer feedback, and ensuring an overall positive customer experience. You ensure clear communication between external and internal channels for timely resolutions and use your expertise to recommend additional solutions to further optimize your customers’ experiences with ABBYY.

This position is considered full-time, regular status and is eligible for benefits.
 

Travel Requirements
Readiness to travel up 30% of the time, including international

Key Responsibilities

  • Build and maintain customer/partner relationships, ensuring constant and professional communications with assigned accounts
  • Promote the expansions, renewals, and adoptions of ABBYY solutions, ultimately ensuring customers are maximizing their ABBYY products
  • Be a strategic advisor to customers, ensuring awareness of ABBYY services, support, and other resources to best apply and operate ABBYY products
  • Build and maintain relationships with internal stakeholders, including R&D, Professional Services, and Sales to ensure a positive customer experience
  • Eliminate obstacles for customers when addressing sales, technical, or other needs
  • Promptly record and escalate as needed technical issues, leads, and feedback to appropriate internal groups
  • Manage customer/partner expectations regarding timelines, steps to resolution, and any other relevant information
  • Research and investigate customer issues, while working closely with software developers as necessary on resolutions
  • Proactively identify and address additional customer requirements
  • Internal coordination of resources for resolutions
  • Integrated project management and organization responsibilities, liaising with diverse stakeholders both internally and externally to ensure delivery of customer needs
  • As a subject matter expert, maintain working knowledge of industry trends and practices plus working knowledge of ABBYY solutions and related products

Key Requirements

  • BA/BS or equivalent, preferred majors in Computer Sciences or Information Technology
  • 3+ years’ experience in Sales Engineering, Professional Services, or other customer facing technical role
  • Previous experience with software implementation
  • Understands solution-focused sales approaches and methods
  • Strong project management, time management, and prioritization skills with the ability to balance multiple priorities, accounts, and resolutions
  • Strong analytical and problem-solving skills with the ability to work with ambiguity and collaborate with other team members
  • Excellent customer facing and interpersonal skills
  • Strong written and verbal communication skills
  • Proven self-starter with a strong track record showing results, sound judgment and detail-orientation
  • Able to uncover opportunities with customers and act to resolve, sell, etc.
  • Able to manage the successful delivery of a portfolio of customer engagements
  • Critical thinker with strong analytic and problem-solving skills
  • Advance proficiency in MS Office Suite or similar platforms
  • Advance proficiency in English; fluency in other languages a plus
     

Compensation:
ABBYY offers a competitive compensation package and an exciting career for motivated and
skilled individuals.
 

Benefits:
Medical, Dental, Vision, 401K, Life Insurance and more.

ABBYY is an equal opportunity employer that values the strength that diversity brings to the workplace.

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