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.
With a focus on customer-centric thinking, we're not just another vendor – we're a transformative force in the industry. By joining one of our Customer Excellence teams, you will have the chance to work with our portfolio of over 10,000 customers, including many Fortune 500 companies.
Job Overview:
The Senior Enterprise Customer Experience Manager (ECXM) is a key role in the Customer Excellence organization, dedicated to delivering high-impact technical solutions and ensuring the satisfaction, health, and retention of enterprise customers. This role emphasizes a commitment to customer advocacy, leveraging advanced knowledge in OCR, Intelligent Document Processing (IDP), and automation to maximize customer success and contract fulfillment.
The ECXM acts as a trusted advisor to enterprise customers, addressing complex technical requirements, implementing best practices, and supporting proactive, impactful customer care.
Key Responsibilities:
- Enterprise Support Management: Serve as the primary contact for enterprise customers, ensuring they receive full value from their support contracts through tailored solutions that meet technical and business objectives.
- Technical Solution Design: Leverage expertise in ABBYY tools (Vantage, FlexiCapture, FlexiLayout, FineReader Engine) and scripting to create, optimize, and implement automation solutions that improve customer processes.
- Proactive Engagement and Advocacy: Conduct regular check-ins and provide technical guidance to customers, ensuring evolving needs are met and advocating for customer priorities within the organization.
- Advanced Analytics and Troubleshooting: Apply strong analytical and programming skills to diagnose complex issues, design innovative solutions, and improve system performance.
- Expert Connects and Customer Health Monitoring: Conduct regular annual system health checks and Track customer health metrics (e.g., system performance, configuration performance, user adoption, issue resolution) and address concerns that may impact satisfaction or retention.
- Code Quality and Support: Conduct in-depth code reviews and debugging to ensure high-quality, reliable implementations aligned with customer requirements.
- AI and Automation Integration: Utilize knowledge of generative AI and LLM models to innovate and optimize data extraction and processing solutions for customer needs.
- Customer Feedback and Improvement: Collect and analyze feedback, working with internal teams to enhance service quality and address common challenges.
Required Skills and Experience:
- Technical Expertise: Minimum of 8+ years in OCR, IDP, and automation, with at least 3+ years specializing in ABBYY tools (Vantage, FlexiCapture, FlexiLayout, FineReader Engine) and scripting.
- AI Knowledge: Familiarity with generative AI and LLM models, applying these technologies to develop customer solutions.
- Analytical Skills: Strong analytical abilities and programming experience to create effective, scalable business solutions.
- Soft Skills: Excellent communication, interpersonal skills, and work ethics.
- Code Quality: Expertise in performing thorough code reviews and efficient debugging.
Preferred Qualifications:
- Experience with Enterprise Support Contracts: Previous experience managing enterprise support contracts, particularly in technology or software-as-a-service (SaaS) environments, is a plus.
- ITIL Certification: ITIL (Information Technology Infrastructure Library) certification or equivalent experience in service management best practices is highly desirable.
- Technical Product Knowledge: Familiarity with the company’s products and services, especially in the context of technical support, will be an advantage.
Why Join Us?
As a Senior Enterprise Customer Experience Manager focused on Enterprise Support, you will play a key role in ensuring our enterprise customers receive exceptional service and support, contributing to their success and long-term satisfaction.
Salary Range:
-The anticipated base salary range for this position is between $115,000 and $150,000. 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.
Additionally, you will enjoy some of our local benefits such as:
- Comprehensive medical, accidental, and life insurance
- Weekly wellness sessions to support your physical and mental well-being
- A generous paid time off policy
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.
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