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UK — London | Services / Customer Support

Customer Success Manager (f/m/d)

ABBYY is a global leader in Content IQ. Our offerings enable the new digital workforce with the necessary skills and understanding to make intelligent business decisions.

ABBYY has more than 1300 regular employees worldwide. From Silicon Valley to Japan, you’ll find a passionate, dedicated team of innovators, technical experts, and visionaries.  We’ve been excelling for 30 years.

Location

Flexible – Remote work from home office within UK or Spain

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.

Travel Requirements

Readiness to travel up 30% of the time, including international (might vary, due to Covid)

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

Mandatory Skill Sets and Qualifications

  • 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 language; fluency in other languages a plus

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Requisition ID: 1295

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