Customer Experience Manager

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 a