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 fuelling 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 intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Innovation and excellence run through our veins, and you will work with experts who are creating market-leading technologies, using Machine Learning and Artificial Intelligence, and an advanced and sophisticated tech stack.
Mission:
A significant area of responsibility for Customer Success Managers is helping customers in their ABBYY journey, starting from onboarding and going through adoption, retention, growth, and all the way to advocacy. You will be expected to be a Trusted Advisor to ABBYY customers & partners in their journey and help them be successful in their initiatives, ensuring their continuous retention & renewal and enabling them to advocate for ABBYY’s technology.
Responsibilities:
- 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.
- Promote the expansions, renewals, and adoptions of ABBYY solutions, ultimately ensuring customers maximize the value derived from ABBYY products & services.
- Build relationships and collaborate with internal stakeholders, including Sales, Renewals, Product, Professional Services, Support, Training, and Marketing to ensure a positive customer experience.
- Promptly record and escalate technical issues, leads, and feedback to appropriate internal groups as needed.
- Be an internal technical focus point for the Customer Success Team for complex technical questions, and ensure technical enablement of team members
- 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 measure how customers use the products, their adoption rates, customer satisfaction, licensing utilization, churn risks, and renewal habits. Then 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.
- As a subject matter expert, maintain a working knowledge of industry trends and practices and knowledge of ABBYY solutions and related products.
- 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.
- Able to travel across EMEA for customer meetings if required.
Requirements:
- 5+ years of experience in Customer Success, Professional Services, consulting, Technical Account Management, Training, or other customer-facing technical roles.
- Experience in any one of the following technologies:
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- OCR/ICR
- Intelligent Document Processing
- Document/Content Intelligence
- Enterprise Automation
- RPA, ECM, BPM, or ERP
- Process mining or Task mining analytics
- French and English language fluency
- 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.
- Self-motivated and able to deliver results work from home
At ABBYY 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 800+ colleagues, spread across 15 countries on four continents.
- With 30+ nationalities and ages ranging from 21 to 80, 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 30 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 in our client portfolio.
- ABBYY has modernized the way companies leverage their data in documents by creating the first low-code/no-code Intelligent Document Processing 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.
