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Customer Success Manager (f/m/d)

UK – Remote | Services / Customer Support

Customer Success Manager (f/m/d)

Location: London office or Remote within UK, Germany, Spain, Belgium

ABBYY is a fast-growing, global software company that reimagines how technology solves process and data challenges to help people and organizations thrive. We are committed to go the extra mile to build the best solutions that equip teams with capabilities to realize their vision for the future. For our ever-growing international team we are looking for an experienced Customer Success Manager (f/m/d).

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;
  • Profound English language skills are required, fluency in other languages would be 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.

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Requisition ID: 1963

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