Director Of Strategic Customer Engagement

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.

The Director of Strategic Customer Engagement is responsible for developing and managing high-impact customer engagement strategies. This role is crucial in fostering strong relationships with key customers, partners, and internal stakeholders, gathering valuable insights, and driving product innovation and retention.  

Key Responsibilities: 

• Define program objectives, metrics, and success criteria for all strategic programs  
• Develop and manage budgets for customer engagement activities 
• Continuously improve program effectiveness and measure impact on business goals 
• Ensure proper feedback loops and tracking of customer commits and feature requests, working closely with Product and Engineering 
• Establish and oversee Customer Advisory Board (CAB), including member selection, meeting planning, and execution 
• Facilitate regular CAB meetings to gather feedback on product vision, roadmap, and strategy. Ensure feedback is actioned. 
• Continuously improve impact of Customer Advisory Board. Analyze and report CAB insights to inform product development decisions  
• Develop and maintain an executive sponsorship program, pairing senior executives with key accounts 
• Ensure executive sponsors understand their role and are equipped to enhance customer relationships 
• Ensure proper reporting and visibility between leadership team, revenue, and product & engineering 
• Establish program for customer product engagements including product briefings, roadmap discussions and technical design sessions 
• Coordinate product roadmap presentations and discussions with key customers including QBRs 
• Ensure efficient and effective communication between the product team, account teams and strategic customers for high impact engagements 
• Create program for early access and private technical preview programs for select customers and partners 
• Track and report on technical preview and developer engagement activities 

Job Requirements: 

• Bachelor's degree in Computer Science, Software Engineering, Product Management, or related technical field 
• 5+ years of experience in Customer Success, Customer Engagement, Product Management, Product Marketing Management or similar roles in a technical environment 
• Strong understanding of B2B customer relationships and enterprise software industry 
• Excellent communication and interpersonal skills, with the ability to interact effectively with executives, c-level and technical stakeholders 
• Proven track record of developing successful customer engagement programs, customer success and/or technical preview initiatives 
• Experience with customer engagement, CRM software, data analysis tools, and project management platforms 

Key Competencies 

• Customer experience skills ensuring a focus on customer outcomes and a delightful customer experience  
• Strategic thinking and ability to align customer insights with business and technical objectives 
• Excellent facilitation and presentation skills for both business and technical audiences 
• Ability to build and maintain relationships with high-profile customers and technical partners 
• Strong analytical skills to derive actionable insights from customer feedback and technical data 
• Proactive problem-solving and conflict resolution abilities in complex technical environments 
• Proficiency in translating technical requirements into customer-friendly language and vice versa 

Salary Range:

• The anticipated base salary range for this position is between $120,000 and $165,000. 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.

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