Technical Success Manager

Roles and Responsibilities:

• Run value discovery sessions that dig into the customer's actual technical environment — document types, volumes, integration points, and workflow bottlenecks — and translate findings into documented, quantifiable business value.
• Map the gap between current-state architecture/process and desired-state outcomes, in terms specific enough for engineering and IT stakeholders to act on.
• Partner with pre-sales, account managers, and other Technical Success Managers on solution design and value assessment.
• Act as a trusted technical advisor: guide customers through product capabilities, configuration options, and best practices for their specific use case and tech stack.
• Identify training and enablement gaps and build technical education plans that drive proper usage and adoption.
• Troubleshoot technical issues directly with customers; escalate to R&D/engineering when needed, and stay engaged through resolution.
• Monitor usage patterns, adoption metrics, licensing utilization, and technical health signals to flag churn risk and shape renewal/expansion plays.
• Manage multiple concurrent customer engagements — timelines, technical milestones, and stakeholder communication across internal and external teams.
• Be the technical voice of the customer internally — feed real-world implementation feedback into product and engineering.
• Support case studies and reference activities by articulating the technical "how" behind customer outcomes.

Requirements

• 5+ years in a technical customer-facing role — Pre-Sales, Solutions Engineering, Professional Services, Technical Account Management, or implementation consulting.
• SaaS platform experience required.
• Comfortable operating across both architecture-level technical discussions and business-value conversations with the same customer.
• Working proficiency in at least one programming/scripting language — JavaScript, Python, or similar — enough to read, adapt, or troubleshoot integration code, not just describe it conceptually.
• Practical experience with REST APIs: authentication flows (OAuth 2.0, SAML 2.0), request/response debugging (e.g., Postman), webhooks, and iframe-based embedding.
• Familiarity with structured data formats (JSON, XML) and how they move between systems in an automation pipeline.
• Hands-on experience with one or more of the following:
  • OCR/ICR and intelligent document processing (IDP)
  • Document/content intelligence platforms
  • Enterprise automation, RPA, ECM, BPM, or ERP systems
  • Process mining or task mining analytics
  • Integration middleware, SFTP, or systems architecture supporting automation workflows
  • Analytics or data platforms (SaaS)
• Basic understanding of cloud/container concepts (e.g., Docker) and typical deployment/licensing considerations a plus.
• Experience with ABBYY software (Vantage, FlexiCapture, FineReader Engine) strongly preferred.
• Prior experience scoping or supporting software implementations, including integration and deployment considerations.
• Strong analytical/problem-solving skills, comfortable working with technical ambiguity.
• Excellent written and verbal communication — able to flex between technical depth and executive-level clarity.
• Proven self-starter with a track record of technical ownership and sound judgment.
• Able to manage a portfolio of technical customer engagements simultaneously.
• Advanced proficiency in MS Office Suite or equivalent platforms.

Benefits:

• 18 Days of Paid Time Off Annually
• Medical, Accidental, and Life Insurance
• Weekly Wellness Sessions
• Monthly Healthcare Allowance

People & Culture:

• 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.
• Two paid volunteering days off every year.
• Paid parental leave in all locations.

About ABBYY:

• Global team of 600+ colleagues in 15 countries
• 140 technology patents; leaders in ML, NLP, CV technologies
• ABBYY is an Equal Employment Opportunity employer

This posting is for ABBYY with Hybrid work in Bangalore, India, and requires 5+ years of technical, customer-facing experience in a SaaS environment.