Technical Success 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. As a trusted partner for purpose-built AI and intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Over 10,000 customers trust ABBYY, including many Fortune 500 ones. You will work on further developing a portfolio already containing client names such as DHL, Johnson Johnson, FDA, DMV, PwC, KeyBank, Spotify, and HR BLOCK. The Technical Success Manager Lead will oversee and guide a team of Technical Success Managers while directly contributing to strategic customer engagements. This role will be pivotal in aligning customer needs with ABBYY’s solutions to maximize value realization. As a leader, you will ensure best practices in technical success and foster a culture of customer-centric innovation. Roles Responsibilities Leadership Team Management: 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. Strategic Customer Engagement: 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. Process Improvement Innovation: 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. Enablement Advocacy: 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. Operational Excellence: 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 Experience Skills: 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. Leadership Qualities: 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. Technical Acumen: Strong ability to bridge the gap between technology and business, translating customer nee ... (truncated, view full listing at source)