Enterprise Customer Experience Manager

📌 Core Information

🔹 Job Title: Enterprise Customer Experience Manager

🔹 Company: ABBYY

🔹 Location: United States

🔹 Job Type: Remote

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: April 1, 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Serving as the primary contact for enterprise customers and ensuring comprehensive support contract fulfillment
• Monitoring customer health through metrics and addressing issues proactively
• Coordinating with internal technical teams for seamless issue resolution
• Promoting robust customer advocacy and retaining customer satisfaction

ASSUMPTION: The role focuses on enhancing customer relationships and satisfaction rather than direct sales, fostering long-term operational success for enterprise clients.

📋 Key Responsibilities

✅ Enterprise Support Management: Act as the principal contact to ensure customers receive full value from their contracts.

✅ Customer Health Monitoring: Proactively address any issues impacting customer satisfaction and retention.

✅ Technical Support Coordination: Ensure timely problem resolution and provide necessary updates to customers.

✅ Proactive Customer Engagement: Regularly engage with customers to understand and meet their evolving needs.

✅ Customer Advocacy: Prioritize customer needs in product development and service offerings.

✅ Contract Fulfillment and Service Delivery: Meet SLAs and fulfill contractual obligations efficiently.

✅ Customer Feedback Loop: Gather insights from feedback to continuously improve service quality.

✅ Retention Focus: Maintain a keen focus on improving overall customer retention.

✅ Reporting and Documentation: Keep detailed interaction records and report customer health data.

ASSUMPTION: The role requires skills in maintaining detailed records and a methodical approach to customer interactions to ensure continuous improvement and satisfaction.

🎯 Required Qualifications

Education: Not specified, but technical or business-related degrees could be beneficial.

Experience: Proven experience in customer success, account management, or technical support in an enterprise/B2B setting is essential.

Required Skills:

• Customer Success and Support
• Enterprise Contract Management
• Technical Aptitude
• Customer-Centric Mindset
• Problem-Solving
• Communication and Relationship-Building
• Data-Driven

Preferred Skills:

• Experience with Enterprise Support Contracts in Technology/SaaS
• ITIL Certification
• Technical Product Knowledge of ABBYY's offerings

ASSUMPTION: Preferred qualifications such as ITIL certification and SaaS experience suggest a focus on aligning technical solutions with business strategies.

💰 Compensation & Benefits

Salary Range: $75,000 - $115,000

Benefits:

• Comprehensive medical, accidental, and life insurance
• Weekly wellness sessions
• Generous paid time off policy

Working Hours: 40 hours per week with potential flexible scheduling options

ASSUMPTION: The salary range and benefits package are competitive, aimed at attracting talent capable of high-level customer engagement and satisfaction.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development focused on intelligent automation solutions

Company Size: 501-1,000 employees, offering a dynamic but flexible corporate environment

Founded: 1989, providing decades of experience in the technology sector

Company Description:

• Transforming enterprise data into actionable insights
• Employing AI solutions tailored for enterprise applications
• Supporting over 200 languages in real time

Company Specialties:

• Artificial intelligence software
• Document AI and Intelligent Document Processing
• Process and Task Mining

Company Website: https://www.abbyy.com

ASSUMPTION: ABBYY's extensive experience and advancements in AI-driven data transformation suggest ambitious growth and innovation goals.

📊 Role Analysis

Career Level: Mid-level management position focusing on enterprise client relationships

Reporting Structure: This role likely reports to senior management within the Customer Care organization.

Work Arrangement: Hybrid with an emphasis on remote work capability

Growth Opportunities:

• Expansion into senior customer experience or account management roles
• Increased involvement in strategic decision-making
• Ability to influence product/service enhancements

ASSUMPTION: This position offers potential for career advancement into leadership roles within customer experience and account management domains.

🌍 Location & Work Environment

Office Type: Primarily remote, with options for hybrid arrangements as needed

Office Location(s): Headquarters in Austin, Texas, with international offices in Munich, Kyiv, and other major cities

Geographic Context:

• The role is open to applicants across the United States.
• Collaborative work with international teams enhances global industry impact.
• The flexibility of remote work supports diverse geographic collaboration.

Work Schedule: Full-time, 40-hour work week with potential for flexible hours

ASSUMPTION: The ability to work remotely and the extensive geographic presence suggest flexibility and global perspective are valued within ABBYY.

💼 Interview & Application Insights

Typical Process:

• Submit an online application
• Initial screening with HR
• Technical and capability assessment
• Interviews with team leaders and potential peers
• Final decision and offer negotiation

Key Assessment Areas:

• Technical understanding and aptitude
• Customer success experience and skills
• Ability to manage and resolve complex issues

Application Tips:

• Emphasize your customer success track record
• Highlight technical proficiency related to ABBYY’s products
• Demonstrate effective communication and problem-solving skills

ATS Keywords: Enterprise Customer Experience, Customer Success, Technical Support, Contract Management

ASSUMPTION: The typical hiring process will focus intensely on both technical capability and customer service excellence, given the importance of both to the role.

🛠️ Tools & Technologies

• Customer Relationship Management (CRM) tools
• Support Tracking and Reporting Platforms
• Data Analysis Software

ASSUMPTION: Familiarity with CRM and support systems is essential due to the focus on technical coordinations and customer interactions.

👔 Cultural Fit Considerations

Company Values:

• Respect
• Transparency
• Simplicity

Work Style:

• Flexibility in work hours and location
• Proactive problem-solving mindset
• Commitment to building strong customer relationships

Self-Assessment Questions:

• How do you prioritize customer advocacy in your work?
• What strategies have you used to enhance customer satisfaction in the past?
• How would you handle complex, multi-stakeholder issues?

ASSUMPTION: Cultural fit emphasizes teamwork, respect, and a simple yet impactful approach to solving customer problems through creative solutions.

⚠️ Potential Challenges

• Managing high-stakes enterprise accounts with high expectations
• Balancing customer advocacy with organizational limitations
• Staying up-to-date with evolving technical details of ABBYY products
• Ensuring continuous improvement in customer satisfaction metrics

ASSUMPTION: Navigating complex customer needs within large organizations will be a challenge, requiring robust technical knowledge and diplomacy.

📈 Similar Roles Comparison

• Similar roles may have stronger revenue generation responsibilities rather than customer satisfaction.
• This role is more focused on advocacy rather than direct sales or upsell figures.
• Technical coordination aspect is more pronounced than in generic Customer Success Manager roles.

ASSUMPTION: Several similar roles may not emphasize customer advocacy and technical alignment to the extent required by this role.

📝 Sample Projects

• Leading a cross-functional team to streamline client onboarding processes
• Developing a customer health dashboard to predict retention risks
• Coordinating workshops for enterprise customers on product utilization

ASSUMPTION: Projects could involve high levels of client engagement and the implementation of feedback-driven solutions to enhance support processes.

❓ Key Questions to Ask During Interview

• What are the primary metrics used to evaluate customer health?
• How is customer feedback integrated into product development?
• Can you describe a typical onboarding process for new enterprise customers?
• What tools do you commonly use to track and report on customer interaction?
• How are career development and growth opportunities structured within the customer success team?

ASSUMPTION: Candidates should focus on understanding the company's customer satisfaction metrics and how these influence the wider business strategy.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the ABBYY Careers Page
• Prepare for an initial screening interview
• Participate in a technical skill assessment relevant to the role
• Engage in behavioral interviews with potential team members
• Await feedback and next steps from the hiring team

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.