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 Strategic Customer Engagement Manager is responsible for developing and managing high-impact customer engagement strategies, with a focus on Customer Advisory board and Executive Sponsorship programs. This role is crucial in fostering strong relationships with key customers and partners, gathering valuable insights, and driving product innovation and retention.
Key Responsibilities:
Customer Advisory Board Management
- 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
Executive Sponsorship Program
- 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
Program Management and Strategy
- Define program objectives, metrics, and success criteria for CABs and executive sponsorship initiatives
- 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
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
- Leadership Experience: Prior experience in managing and mentoring team members, with a focus on fostering growth and delivering results.
- Program Development: Demonstrated ability to start and run programs from the ground up, including planning, execution, and evaluation of outcomes.
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.
Additionally, you will enjoy some of our local benefits such as:
- Three week's paid time off on top of 12 paid holidays, floating holidays, and holiday allowance increase based on tenure
- Gym membership subsidy
- Medical and dental insurance
- Pet insurance
- Employee Assistance Program
- College Savings Plan
- Travel assistance
- 401(k) with up to 4% employer match
Join ABBYY, and you will:
Love how you work
- We provide remote and hybrid working options to fit all lifestyles.
- We use flexible hours across most of our teams to allow you to find your own definition of balance.
- Encouraging a culture of giving, we provide two paid volunteering days off every year so you can take time to contribute to the causes you care about.
- To ensure your family is cared for, we offer paid parental leave in all our locations.
Love whom you work with
- We are a global team of 600+ colleagues, spread across 15 countries on four continents.
- With colleagues representing 30+ nationalities, our workforce reflects the world.
- Innovation and excellence run through our veins. Our teams gather the expertise which has garnered ABBYY more than 140
technology patents. - We are guided by the values of respect, transparency, and simplicity.
- "Team Environment" is in the top three highest-scoring drivers of engagement across all of our departments.
Love what you work on
- We are a company with more than 35 years of experience in the technology market;
- Over 10,000 customers trust ABBYY, including many Fortune 500 ones, with names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK;
- We have modernized the capture market by creating the first low-code/no-code IDP platform.
- Our Machine Learning, Natural Language Processing, Computer Vision Technologies, and a marketplace built with AI, can transform any document in any process;
- Top Analyst firms recognize ABBYY's market leadership, including Gartner, Everest PEAK Matrix ® Assessment, ISG Intelligent Automation Lens, and NelsonHall, amongst others.
ABBYY is an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace. To learn more about our commitment to Diversity and Inclusion, check out the careers section on our website.
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What We Do
ABBYY puts your information to work. We help enterprises and organizations to transform their data into intelligent, actionable outcomes, so they can make smart decisions faster and drive better results. Our intelligent automation solutions employ AI that is purpose-built for the enterprise—created with our customers in mind, supporting over 200 languages in real time. ABBYY intelligent document processing transforms data from any document, in any format or language, any time, into data that drives processes and decision-making. ABBYY Process Intelligence delivers process-related insights and monitoring to improve business process execution. For more information, please visit the ABBYY website
