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Milpitas, CA, USA | Professional Services

Customer Success Manager, Enterprise

Are you a sales engineering professional looking to join a growing company? ABBYY is a global organization that sets the standard for content capture with innovative language-based technologies that integrate across the information lifecycle. Our solutions optimize business processes to mitigate risk, accelerate decision-making, and drive revenue. Through great dedication and passion, we succeed in delivering pioneering solutions across many verticals.

If you have a strong background in sales engineering or a related field, and are ready to be an ABBYY subject matter expert ensuring our licensing customers maximize our solutions, we’re looking for you!

What will I be doing? Customer Success is a growing team at ABBYY with managers assigned to either our licensing or enterprise accounts. As a CSM supporting Enterprise, you work closely with several of our key accounts. This position works closely with sales, services, and technical team to ensure an optimal customer experience. You are dedicated to maintaining high levels of satisfaction and engagement among our customer base. You are responsible for ensuring our clients are consistently realizing the value of their account, ultimately driving outcomes leading to renewals, expansion, and advocacy.

Who will I report to? Head of Strategic Customer Success.

Where will I work? ABBYY is proud to offer remote employment opportunities for several of our roles. This role is eligible for remote placement. Travel to customers, meetings, and other ABBYY items is required.

Key Responsibilities

  • Customer/Partner management, communication and technology adoption
  • Internal coordination of resources to resolve issues
  • Project management – Management of release delivery and coordination with customers on development cycles
  • Business analysis – Research and investigation of customer issues

Mandatory Skill Sets and Qualifications

  • Education & Certifications:
    • Requires a BS/BA degree or educational degree in Computer Science or related field, or equivalent experience
  • Years of Experience:
    • 3+ years of experience a leader of presales or customer-facing technical team
    • 1 year of experience working to engineer and develop applications
  • Additional skills:
  • Providing an exceptional customer experience for a growing portfolio of corporate accounts, providing solutions that ultimately exceed expectations
  • Integrated project management responsibilities, liaising with diverse stakeholders both internally and externally
  • Develop meaningful and trusting relationships with all clients to ensure retention of accounts and to be in a position to offer additional services when opportunities arise
  • Manage customer expectations, evaluate service levels and product satisfaction and provide feedback to ensure continuous improvement
  • Provide resolutions to customer issues and identify and address additional customer requirements
  • Knowledge of software development and solution integration work.
  • Understanding of solution-focused sales approaches and methods.
  • Development proficiency using C#, Javascript, web service REST APIs, etc.
  • Superb project management skills and the ability to manage customer interactions through highly charged, time-based projects. Project management certification a plus.
  • Strong analytical and problem-solving skills with the ability to work with ambiguity and collaborate with other team members.
  • Exceptional listening and communication skills and an aptitude for learning new technologies and applying new knowledge.
  • Proven self-starter with a strong track record showing results, sound judgment and detail- orientation.
  • Strong collaboration and interpersonal communication skills
  • Can manage successful delivery of a portfolio of customer engagements
  • Strong client-facing and project management skills
  • Software implementation experience is required

More details

Compensation

DOE – ABBYY offers a competitive compensation package and an exciting career for motivated and skilled individuals.

Benefits

Medical, Dental, Vision, 401K, Life Insurance and more

About ABBYY

ABBYY is a global organization dedicated to developing data management and content capture solutions. Learn more about our products, services, and story at www.abbyy.com.

ABBYY is an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace.

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ABBYY HR team

If you think you’d be a good fit for our team, we’d love to talk!

You can apply by sending your CV on job@abbyy.ua with the name of the vacancy in subject

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