Technical Success Manager

Role overview

Responsibilities

• Run value discovery sessions covering customer environments, document types, volumes, integration points, and workflow bottlenecks; document quantifiable business value.
• Map gaps between current and desired architecture and processes in actionable terms for engineering and IT stakeholders.
• Partner with pre-sales, account managers, and Technical Success Managers on solution design and value assessment.
• Advise customers on product capabilities, configuration options, and best practices for their use cases and technology stacks.
• Identify training and enablement gaps and develop technical education plans to improve usage and adoption.
• Troubleshoot customer technical issues, escalate to R&D or engineering, and stay involved through resolution.
• Monitor usage, adoption, licensing utilization, and technical health to flag churn risk and inform renewal or expansion efforts.
• Manage concurrent customer engagements, timelines, technical milestones, and stakeholder communication.
• Share customer implementation feedback with product and engineering; support case studies and reference activities by explaining technical outcomes.

Requirements

• 5+ years in a technical customer-facing role such as pre-sales, solutions engineering, professional services, technical account management, or implementation consulting.
• SaaS platform experience is required.
• Comfortable discussing technical architecture and business value with customers.
• Working proficiency in JavaScript, Python, or a similar programming or scripting language to read, adapt, or troubleshoot integration code.
• Practical REST API experience, including OAuth 2.0 or SAML 2.0 authentication, request/response debugging, webhooks, and iframe-based embedding.
• Familiarity with JSON, XML, and structured data flows in automation pipelines.
• Hands-on experience in at least one listed area: IDP/OCR/ICR; document intelligence; enterprise automation/RPA/ECM/BPM/ERP; process/task mining; integration middleware/SFTP/automation architecture; or SaaS analytics/data platforms.
• Basic cloud/container knowledge, such as Docker, is a plus. ABBYY software experience is strongly preferred.
• Prior experience scoping or supporting software implementations, including integration and deployment considerations.
• Strong analytical and problem-solving skills, communication, technical ownership, sound judgment, and ability to manage multiple customer engagements.

Relevant experience and tools

• Relevant areas include OCR/ICR, intelligent document processing, document/content intelligence, enterprise automation, RPA, ECM, BPM, ERP, process/task mining, integration middleware, SFTP, and SaaS analytics or data platforms.
• Experience with ABBYY Vantage, FlexiCapture, or FineReader Engine is strongly preferred.
• Advanced proficiency in MS Office Suite or equivalent platforms is required.

Local benefits

• 18 days of paid time off annually.
• Medical, accidental, and life insurance.
• Weekly wellness sessions and a monthly healthcare allowance.