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Australia — Sydney | Services / Customer Support

AUS Customer Success Lead

Responsibilities

  • Design of standard plays & plans for to ensure adoption, retention and expansion of customers use of ABBYY products;
  • 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;
  • Research and investigate customer issues, while working closely with software developers as necessary on resolutions;
  • Integrate project management and organization responsibilities, liaising with diverse stakeholders both internally and externally to ensure delivery of customer needs;
  • Perform day to day operations for the team;
  • Build the development strategy for the CS department and manage the team in Australia.

Requirements

  • 7+ years in Customer Success, Professional Services, or Pre-sales Engineering including team leadership positions;
  • BA/BS, preferred majors in Computer Sciences or Information Technology, or equivalent work experience;
  • People management experience;
  • Fluent in spoken English;
  • Ready to build some processes from scratch;
  • Proactive ability to manage customer expectations and deal with hard cases;
  • Ability to work independently and within a team;
  • Excellent customer facing and interpersonal skills;
  • Strong project management, time management, and prioritization skills - balancing multiple priorities, accounts, and resolutions;
  • Capture experience is a great advantage;
  • Readiness to travel up to 30% of time, mainly domestic travel with the occasional overseas trip.

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