Technical Success Manager

Join ABBYY and be part of a team that celebrates your unique work style. With flexible work options, a supportive team, and rewards that reflect your value, you can focus on what matters most – driving your growth, while fueling ours.

 

Our commitment to respect, transparency, and simplicity means you can trust us to always choose to do the right thing.

 

As a trusted partner for purpose-built AI and intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Over 10,000 customers trust ABBYY, including many Fortune 500 ones. You will work on further developing a portfolio already containing client names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK.

 

Job Responsibilities: #LI-AG1

 

Effectively articulate the gap between where the client’s current state is vs their desired state

Jointly create custom executive presentations for key accounts and participate in quarterly business reviews with customers in collaboration with account management team

Build and maintain customer/partner relationships, ensuring constant and professional communications with assigned accounts

Be a strategic advisor to customers/partners by understanding the customer success criteria and use cases, familiarizing them with the products, the teams, and the process in the early stages of their lifecycle. Helping them to achieve success and value from our product

Identify and facilitate customer & partner training needs to promote good usage habits and adoption of our products through customer education

Proactively prevent and eliminate obstacles for customers using ABBYY products & services, escalate technical issues, leads, and feedback to appropriate internal groups as needed

Promote the expansions, renewals, and adoptions of ABBYY solutions, ultimately ensuring customers maximize the value derived from ABBYY products & services

Manage customer/partner expectations regarding timelines, steps to resolution, and any other relevant information

Proactively identify and measure how customers use the products, their adoption rates, customer satisfaction, licensing utilization, churn risks, and renewal habits. Then offer insights to build & execute the relevant customer success plays

Integrated project management and organization responsibilities, liaising with diverse stakeholders internally and externally to ensure delivery of customer needs

Be the Voice of the customer in ABBYY. Carry out feedback initiatives with customers, discovering their opinions, feelings, and objections to our products. Using this insight to trigger initiatives that make the necessary business changes

Help drive customer references, advocacy, and case studies

Job Requirements:

 

5+ years of experience in Pre-Sales, Professional Services, consulting, Technical Account Management, or other customer-facing technical roles

Must have SaaS experience 

A mix of business and technical acumen with the ability to engage and add value in discussions involving both technology and business strategy

Strong ability to translate technology needs into outcomes

Experience in any one of the following technologies: 

o OCR/ICR

o Intelligent Document Processing

o Document/Content Intelligence

o Enterprise Automation

o RPA, ECM, BPM, or ERP

o Process mining or Task mining analytics

o Analytics SAAS platform

Previous experience with ABBYY software great nice to have

Previous experience with software implementation

Understands solution-focused engagement 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 English communication skills

Proven self-starter with a strong track record showing results, sound judgment, and detail orientation

Able to manage the successful delivery of a portfolio of customer engagements.

Advance proficiency in MS Office Suite or similar platforms

Salary Range

 

The anticipated base salary range for this position is between $75,000 and $99,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

 

Here are some of our local benefits:

 

Comprehensive Medical, Dental, and Vision Insurance

100% Employer-Paid Medical Plan (Employee-Only Option)

401(k) with up to 4% Employer Match

Three Weeks Paid Time Off (Increases with Tenure)

13 Paid Holidays Annually, Plus Floating Days

Gym Membership Subsidy

Health Savings Account (HSA) and Flexible Spending Account (FSA) Options

Employee Assistance Program (EAP)

Pet Insurance

College Savings Plan

Travel Assistance 

Join ABBYY, and you will:

 

Love how you work

 

We provide remote and hybrid working options to fit all lifestyles.

We use flexible hours across most of our teams to allow you to find your own definition of balance.

Encouraging a culture of giving, we provide two paid volunteering days off every year so you can take time to contribute to the causes you care about.

To ensure your family is cared for, we offer paid parental leave in all our locations.

Love whom you work with

 

We are a global team of 600+ colleagues, spread across 15 countries on four continents.

With colleagues representing 30+ nationalities, our workforce reflects the world.

Innovation and excellence run through our veins. Our teams gather the expertise which has garnered ABBYY more than 140 technology patents.

We are guided by the values of respect, transparency, and simplicity.

“Team Environment” is in the top three highest-scoring drivers of engagement across all of our departments.

Love what you work on

 

We are a company with more than 35 years of experience in the technology market;

Over 10,000 customers trust ABBYY, including many Fortune 500 ones, with names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK;

We have modernized the capture market by creating the first low-code/no-code IDP platform.

Our Machine Learning, Natural Language Processing, Computer Vision Technologies, and a marketplace built with AI, can transform any document in any process;

Top Analyst firms recognize ABBYY’s market leadership, including Gartner, Everest PEAK Matrix ® Assessment, ISG Intelligent Automation Lens, and NelsonHall, amongst others.

ABBYY is an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace. To learn more about our commitment to Diversity and Inclusion, check out the careers section on our website.