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Ukraine — Kiev | Services / Customer Support

Customer Success Manager

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 value derived from ABBYY products & services;
  • Be a strategic advisor to customers, ensuring awareness of ABBYY services, support, and other resources;
  • Build and maintain relationships with internal stakeholders, including R&D, Professional Services, and Sales to ensure a positive customer experience;
  • Proactively prevent and eliminate obstacles for customers using ABBYY products & services;
  • 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;
  • 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.

Requirements

  • 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 and French language; fluency in other languages would be a plus.

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