Senior Enterprise Customer Experience Manager

📌 Core Information

🔹 Job Title: Senior Enterprise Customer Experience Manager

🔹 Company: ABBYY

🔹 Location: United States

🔹 Job Type: Remote

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 10+

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Delivering high-impact technical solutions
• Ensuring customer satisfaction and retention
• Acting as a trusted advisor to enterprise customers
• Addressing complex technical requirements

ASSUMPTION: This role requires a high degree of technical acumen and customer-facing skills, given ABBYY's focus on integrating AI and automation solutions.

📋 Key Responsibilities

✅ Serve as the primary contact for enterprise customers, ensuring they receive full value from their support contracts through tailored solutions

✅ Leverage expertise in ABBYY tools to create, optimize, and implement automation solutions

✅ Conduct regular check-ins and provide technical guidance to ensure evolving customer needs are met

✅ Apply strong analytical and programming skills to diagnose complex issues and improve system performance

✅ Conduct regular system health checks and address concerns impacting customer satisfaction or retention

✅ Conduct in-depth code reviews and debugging to ensure high-quality implementations

✅ Utilize knowledge of generative AI and LLM models to innovate in data extraction and processing solutions

✅ Collect and analyze customer feedback to enhance service quality

ASSUMPTION: Responsibilities suggest a focus on proactive customer engagement and problem-solving, requiring strong technical and interpersonal skills.

🎯 Required Qualifications

Education: Not specified

Experience: Minimum of 8 years in OCR, IDP, and automation, with at least 3 years specializing in ABBYY tools

Required Skills:

• Technical expertise in ABBYY tools and automation
• Familiarity with generative AI and LLM models
• Strong analytical and programming skills
• Excellent communication and interpersonal skills
• Expertise in code reviews and debugging

Preferred Skills:

• Experience managing enterprise support contracts, especially in technology or SaaS environments
• ITIL Certification or equivalent experience in service management best practices

ASSUMPTION: Preferred qualifications suggest familiarity with best practices in service management and contract handling.

💰 Compensation & Benefits

Salary Range: $115,000 to $150,000. Exact compensation depends on location, experience, and seniority.

Benefits:

• Comprehensive medical, accidental, and life insurance
• Weekly wellness sessions
• Generous paid time off policy
• Remote and hybrid working options
• Flexible working hours
• Paid parental leave

Working Hours: 40-hour workweek, flexibility depending on team needs

ASSUMPTION: Compensation includes competitive salary and comprehensive benefits, suggesting strong incentives designed to attract top talent.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, notably in AI and document processing

Company Size: 501-1,000 employees, fostering a medium-sized environment allowing for innovation and resource availability

Founded: 1989, with over 35 years of experience in technology and innovation

Company Description:

• Transforms data into actionable insights across 200 languages in real-time
• Delivers process-related insights and monitoring for improved business execution
• Renowned for AI-driven document processing solutions

Company Specialties:

• Artificial intelligence software
• Intelligent document processing
• Process mining and digital transformation

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

ASSUMPTION: ABBYY's position as a respected leader in AI and document processing offers a robust platform for professional growth.

📊 Role Analysis

Career Level: Senior-level position, demanding significant experience and technical expertise

Reporting Structure: Likely reports to a director or senior director within the customer experience organization

Work Arrangement: Hybrid, offering flexibility in remote and on-site work dynamics

Growth Opportunities:

• Leading strategic initiatives within enterprise accounts
• Innovating with cutting-edge AI solutions
• Influence on large-scale projects and customer strategies

ASSUMPTION: Opportunities for growth are likely tied to performance and innovation within strategic customer contexts.

🌍 Location & Work Environment

Office Type: Remote and hybrid work settings emphasized for flexibility

Office Location(s): Headquarters in Austin, Texas, with multiple global offices

Geographic Context:

• Operation across four continents
• Diverse, multinational work environment
• Access to an innovative technology hub

Work Schedule: Standard workweek with flexibility to accommodate diverse time zones and customer needs

ASSUMPTION: A hybrid model indicates a preference for adaptability within work environments, promoting work-life balance.

💼 Interview & Application Insights

Typical Process:

• Initial application review and screening
• Technical assessment to evaluate relevant skills
• In-depth behavioral and situational interviews

Key Assessment Areas:

• Technical expertise in ABBYY products
• Problem-solving and analytical skills
• Customer management and interpersonal capabilities

Application Tips:

• Highlight experience with AI-driven solutions and customer engagement
• Demonstrate problem-solving skills through real-world examples
• Emphasize understanding of ABBYY products

ATS Keywords: OCR, IDP, ABBYY tools, automation solutions, customer success

ASSUMPTION: The application process is likely competitive, focusing on demonstrable technical and customer service competencies.

🛠️ Tools & Technologies

• ABBYY Vantage
• FlexiCapture and FineReader Engine
• Generative AI and LLM models

ASSUMPTION: Familiarity with ABBYY's suite of tools is crucial for successful performance in this role.

👔 Cultural Fit Considerations

Company Values:

• Respect
• Transparency
• Simplicity

Work Style:

• Flexible and adaptable
• Innovation-driven
• Collaborative across global teams

Self-Assessment Questions:

• How have I effectively used ABBYY tools in past roles?
• What is my approach to handling complex customer requirements?
• How do I ensure high-quality code in technical projects?

ASSUMPTION: Candidates comfortable in fast-paced, innovative environments and who value diversity will thrive here.

⚠️ Potential Challenges

• Navigating complex customer issues across diverse industries
• Staying updated with rapid technological advancements
• Balancing multiple high-stakes projects
• Collaborating with global teams across time zones

ASSUMPTION: Challenges are significant but offer substantial career development opportunities for proactive individuals.

📈 Similar Roles Comparison

• Other senior customer experience roles may not emphasize AI and automation as heavily
• Roles in smaller companies might involve broader responsibilities outside core CX functions
• Enterprise roles often offer greater resources but may demand higher stakeholder interaction

ASSUMPTION: Similar roles in the industry may not provide the same depth of exposure to AI technologies.

📝 Sample Projects

• Implementing automation and AI solutions for Fortune 500 clients
• Developing process optimization strategies using ABBYY technology
• Leading system health checks and customer experience reviews

ASSUMPTION: Projects are expected to involve high-impact implementation of ABBYY solutions across industries.

❓ Key Questions to Ask During Interview

• How does ABBYY measure customer satisfaction and success?
• What are the key performance indicators for this role?
• How does ABBYY encourage professional development for its employees?
• Can you provide more details on the remote and hybrid work arrangements?
• What are some of the most successful customer projects undertaken by this team?

ASSUMPTION: These questions can help gauge cultural fit and clarify candidate expectations regarding role specifics.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the ABBYY career portal
• Prepare your resume highlighting relevant experience with ABBYY tools
• Expect an initial phone screening to assess basic qualifications
• Complete any assigned technical assessments within specified timelines
• Be ready for a virtual interview process consisting of multiple stages

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