Technical Success Manager

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