Responsibilities
- Lead, mentor, and support a team of Technical Success Managers, ensuring alignment with company goals and customer success objectives.
- Establish frameworks and processes for value discovery and delivery, ensuring consistency across customer engagements.
- Serve as an escalation point for complex customer challenges, collaborating with internal teams to resolve issues promptly.
- Conduct high-level value discovery sessions with strategic accounts, ensuring customer goals and business objectives are clearly defined and met.
- Build and maintain strong relationships with executive-level stakeholders in customer and partner organizations.
- Collaborate with account managers, pre-sales teams, and other technical leaders to deliver seamless customer experiences and drive adoption.
- Identify opportunities to streamline customer success processes and introduce scalable, repeatable frameworks for customer engagement.
- Advocate for customer needs within ABBYY, driving initiatives to enhance product capabilities and customer satisfaction.
- Develop and refine success metrics to measure team performance and customer outcomes.
- Design and implement training programs for customers and partners to promote product adoption and success.
- Lead initiatives to gather, analyze, and act on customer feedback to improve products and services.
- Drive customer advocacy efforts, including case studies, references, and success stories.
- Monitor and manage team workloads, ensuring efficient delivery of customer success projects.
- Analyze customer usage patterns, adoption trends, and churn risks to guide proactive engagement strategies.
- Report regularly to senior leadership on team performance, customer health, and strategic insights.
Requirements
- 7+ years in a customer-facing technical role (e.g., Pre-Sales, Professional Services, Technical Account Management), with at least 3 years in a leadership capacity.
- Proven experience in SaaS environments, with a deep understanding of subscription-based business models.
- Expertise in technologies such as OCR/ICR, Intelligent Document Processing, Enterprise Automation, RPA, ECM, BPM, or Process Mining.
- Strong track record of building and leading high-performing teams in customer success or related disciplines.
- Exceptional communication and interpersonal skills, with the ability to engage diverse stakeholders, from technical teams to executives.
- Demonstrated ability to drive alignment across departments and manage competing priorities effectively.
- Strong ability to bridge the gap between technology and business, translating customer needs into actionable solutions.
- Experience with software implementation, technical troubleshooting, and delivering enterprise-scale solutions.
- Proficiency with analytics platforms and advanced skills in MS Office Suite or similar tools.
- A proactive problem solver with a customer-first mindset and a strong sense of ownership.
- Excellent project management and prioritization skills, capable of overseeing multiple high-impact initiatives simultaneously.
- Comfortable working in a fast-paced, dynamic environment with changing priorities.
Benefits
- 18 Days of Paid Time Off Annually
- Medical, Accidental, and Life Insurance
- Weekly Wellness Sessions
- Monthly Healthcare Allowance
