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Munich, Germany | Customer Enablement/Pre-Sales Support

Customer Success Manager (f/m/d) - 2 vacancies

Overall Purpose

The Customer Success Manager will help maintain high levels of satisfaction and engagement among our customer base. Our Customer Success Managers are ultimately responsible for making sure that clients are constantly realizing the value of their account, ultimately driving adoption and outcomes leading to renewals, expansion, and advocacy.

Key Responsibilities

Relationship Management:

  • Customer/Partner management, communication, and technology adoption
  • Provide an exceptional customer experience for a growing portfolio of corporate accounts, providing solutions that ultimately exceed expectations
  • Develop meaningful and trusting relationships with all clients to ensure retention of accounts and to be able to offer additional services when opportunities arise
  • Manage customer expectations, evaluate service levels and product satisfaction and provide feedback to ensure continuous improvement

Issue Resolution:

  • Research and investigate customer issues
  • Provide resolutions to customer issues and identify and address additional customer requirements
  • Internal coordination of resources for resolutions

Project Management:

  • Integrated project management responsibilities, liaising with diverse stakeholders both internally and externally
  • Manage release deliver and coordination with customers on development cycles

Skills/Knowledge and Qualifications

  • BA/BS, preferably in Computer Sciences or Information Technology
  • 3+ years’ experience as a leader in presales or customer-facing technical team
  • 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
  • Strong time management skills
  • Strong analytical and problem-solving skills with the ability to work with ambiguity and collaborate with other team members
  • 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 software implementation experience
  • Excellent customer facing and interpersonal skills
  • Strong written and verbal communication skills
  • Business fluent English and German, further languages (French, Spanish, Russian) a plus

Please submit your application including your CV and covering letter (in English) as well as your salary expectations and earliest starting date to Ms Viktorija Sirvinskyte – Recruiter: viktorija.sirvinskyte@abbyy.com

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