Generate net new logo business in a designated territory. Grow the New Annual Recurring Revenue. Sell ABBYY solutions and services to meet the assigned quota in the designated territory or vertical. Source and develop new and expanded sales prospects, negotiate sales agreements, and close sales opportunities. Provide overall sales and account management support for any new or existing customers as assigned. Develop and maintain a communications strategy for assigned target and closed customers. Build and apply strategic account development strategy. Drive excellence in approach to monthly forecasts and pipeline development. Prepare and provide data and information as needed for sales team meetings that focus on revenue performance, forecasts, and customer satisfaction initiatives. Create and update Accounts, Opportunities, Orders within ABBYY s SalesForce Customer and system (CRM and PRM). Partner with the ABBYY Presales and Training teams to coordinate solutions demonstrations and/or product training to prospects and customer. Manage and coach Senior Account Associate. Reporting to the ASEAN Sales leader. Requirements: Bachelors Degree (4-year degree), preference of Business or related study, or equivalent work experience. 8+ years of experience selling enterprise software and/or SaaS. Hunter/Closer mentality being able to generate new business on CXO/executive level. Have developed a network of Enterprise customers to go to. Outstanding verbal and written communication skills. Proficient organizational skills and solution presentation skills. Closing, prospecting, hunting, sales planning, and territory management skills. Self-directed individual who can work effectively in remote and office-based environments. Good Account Management knowledge. Ability to sell high to CxO level CFO, COO, CIO. Prior experience in coaching and/or managing a sales team is a plus.

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. As a trusted partner for purpose-built AI and intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Over 10,000 customers trust ABBYY, including many Fortune 500 ones. You will work on further developing a portfolio already containing client names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK. The Head of APAC Support is a senior leadership role focused on delivering exceptional customer support for our growing user base, focused on APAC customers. This role combines strategic oversight with a hands-on approach to leading our support team, driving customer satisfaction, and improving support operations. The Head of Support will work cross-functionally with Product, Engineering, Revenue, and Customer Excellence to ensure the support function is optimized for responsiveness, quality, and scalability. This role requires a deep understanding of the customer s technical needs and business objectives, the ability to manage and resolve complex issues, ability to influence and coordinate on behalf of the customer, and a commitment to fostering strong relationships through proactive customer care and support. Key Responsibilities: Operational Strategy & Execution: Design and execute the support strategy, establishing processes and best practices that enhance team productivity, quality, and efficiency. Utilize data and analytics to identify trends, anticipate customer needs, and optimize the support workflow. Implement self-service resources and automation to streamline common inquiries and improve the user experience. Leadership & Team Development: Lead, inspire, and develop a high-performing support team, including recruiting, training, and coaching to foster a customer-first culture. Build career development and performance management plans for team members at all levels. Customer Experience & Satisfaction: Champion the customer experience, ensuring that customer interactions are consistently high quality and tailored to each customer segment. Monitor and manage customer satisfaction metrics, implementing improvements to achieve top-tier NPS, CSAT, and response time targets. Determine and rollout Geo-specific Support offerings and measure ROI across the region. Collaboration & Cross-functional Leadership: Work closely with Product, Engineering, and Customer Success to relay customer feedback, troubleshoot escalated issues, and contribute to product improvements. Develop a feedback loop that uses support insights to guide product development and help prioritize feature enhancements. Technology & Tools Management: Oversee the selection, implementation, and maintenance of support tools and technologies, ensuring they align with company goals and scale with growth. Identify and oversee implementation of automation, AI, and self-service solutions to streamline support operations. Required Skills and Experience: Customer Success and Support: Proven experience in customer success, account management, or technical support roles, preferably in an enterprise or B2B environment. Enterprise Contract Management: Experience managing and fulfilling enterprise-level support contracts, including meeting service level agreements (SLAs) and ensuring contractual obligations are met. Technical Aptitude: Strong understanding of the company s products and technical offerings, with the ability to communicate technical concepts to both technical and non-technical stakeholders. Customer-Centric Mindset: Exceptional customer service skills, with a focus on proactively solving customer issues, improving customer health, and maintaining long-term satisfaction. Problem-Solving: Ability to manage complex customer issues, work cross-functionally with internal teams, and identify creative solutions to meet customer needs. Communication and Relationship-Building: Strong interpersonal and communication skills, with the ability to build trust and long-term relationships with enterprise customers. Data-Driven: Experience with Support delivery metrics and KPIs, support tracking tools, and reporting platforms to monitor customer satisfaction and service delivery. Leadership & People Management: Strong leadership and people management skills, with experience in coaching & mentoring and developing individuals and teams. Preferred Qualifications: 8+ Years in Customer Support Role: Must have previous experience managing enterprise support contracts and technical support teams. Leadership role in technology or software-as-a-service (SaaS) environments, is a plus. ITIL Certification: ITIL (Information Technology Infrastructure Library) certification or equivalent experience in service management best practices is highly desirable. Bachelor s Degree in Business, Communications, Information Technology, or a related field; advanced degree preferred. #LI-PB1 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 ABBYYs market leadership, including Gartner, Everest PEAK Matrix Assessment, ISG Intelligent Automation Lens, and NelsonHall, amongst others.

The Escalation Manager is a strategic leader responsible for restoring and improving the health of enterprise customers facing significant challenges. This role serves as the primary point of contact for escalated accounts, driving coordinated efforts across Support, Product, Engineering, Professional Services, and Customer Success to resolve issues affecting satisfaction, adoption, and retention. The Escalation Manager oversees recovery planning, root cause analysis, and customer communication to stabilize relationships and improve long-term outcomes. Responsibilities: Serve as the single point of contact for high-priority escalations involving at-risk customers. Lead cross-functional efforts to diagnose root causes and execute structured recovery plans with defined milestones and outcomes. Coordinate triage activities for technical and operational issues across internal teams. Communicate proactively and transparently with customer stakeholders, including executives. Align recovery strategies with broader account goals in partnership with Sales, Account Managers, and Technical Success Managers. Deliver regular executive briefings, customer-facing documentation, and progress updates. Collaborate with QA, Supportability, and Product teams to reduce issue recurrence and improve system resilience. Capture and share insights, lessons learned, and recovery metrics to inform internal improvements. Maintain comprehensive recovery records and dashboards in JIRA and related systems. Contribute to continuous improvement of the escalation management processes. Required Skills and Experience: Deep technical understanding of SaaS platforms, software troubleshooting, and enterprise support models. 5+ years of experience in Customer Success, Technical Support, or Professional Services in a B2B or enterprise environment. Demonstrated success managing high-severity escalations or complex recovery initiatives. Strong project leadership skills with the ability to coordinate across departments and deliver timely results. Excellent written and verbal communication skills, including experience interfacing with executive stakeholders. Ability to clearly explain technical issues to both technical and non-technical audiences. High degree of customer empathy with a proactive, solution-oriented mindset. Proficiency with JIRA, Salesforce, or similar tools for issue tracking and reporting. Familiarity with ABBYY s product suite or similar document processing and automation solutions. Preferred Qualifications: Bachelor s degree in Business, Information Technology, or a related field. Certification in ABBYY technologies (e.g., FlexiCapture, Vantage) Certifications in ITIL, PMP, or other service management frameworks.

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. As a trusted partner for purpose-built AI and intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Over 10,000 customers trust ABBYY, including many Fortune 500 ones. You will work on further developing a portfolio already containing client names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK. About the Role: The Product Support Architect is a highly skilled individual contributor responsible for resolving complex technical issues impacting ABBYY s enterprise customers. This role combines deep product expertise with advanced troubleshooting capabilities to diagnose root causes, identify workarounds, and develop sustainable solutions in close partnership with Product, Engineering, Support, and Customer Success teams. As a subject matter expert in ABBYY s intelligent document processing (IDP) solutions, the Product Support Architect plays a critical role in stabilizing high-priority accounts, enabling product adoption, and reducing long-term support burden. This is not a managerial position but rather a senior technical role that demands hands-on problem-solving, architectural insight, and customer-facing communication. Responsibilities: Act as a technical escalation point for complex product issues affecting enterprise customers. Investigate and resolve high-impact escalations through in-depth root cause analysis and solution design. Partner with Support, Product, and Engineering teams to identify, prioritize, and validate fixes, workarounds, or configuration changes. Collaborate with Technical Account Managers, SDMs, and Customer Success to align technical resolution with broader account goals. Provide clear, technically sound communications to internal and external stakeholders, including executives. Author customer-facing documentation, including workaround guides, solution overviews, and incident retrospectives. Support continuous improvement by identifying patterns and feeding insights into product supportability and roadmap planning. Maintain detailed recovery records using JIRA, Salesforce, and related systems. Contribute to refining escalation handling processes, workflows, and internal best practices. Required Skills and Experience: Deep technical understanding of SaaS platforms, solution identification, and enterprise support models. Proven expertise in ABBYY technologies (FlexiCapture, Vantage, FRE, etc.) or similar intelligent document processing platforms. 9-12years of experience in Technical Support, Professional Services, Solutions Architecture, or Product Support in a B2B or enterprise SaaS environment. Track record of successfully resolving high-severity product issues or managing complex technical escalations. Strong troubleshooting, systems analysis, and diagnostic skills across cloud and hybrid environments . Excellent communication skills with the ability to translate complex technical issues to both technical and non-technical audiences. Experience working cross-functionally in a global environment with Support, Product, Engineering, and Customer Success teams. High customer empathy and a proactive, problem-solving mindset. Proficiency with tools such as JIRA, Salesforce, Confluence, and remote diagnostic utilities. Preferred Qualifications: Bachelor s degree in Computer Science, Information Technology, Engineering, or a related technical field. Certification in ABBYY technologies (e.g., FlexiCapture Developer or Vantage Certification). Experience with automation, OCR, IDP, or similar document-centric technologies. Certifications in ITIL, PMP, or other service and process management frameworks. #LI-PB1 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 ABBYYs market leadership, including Gartner, Everest PEAK Matrix Assessment, ISG Intelligent Automation Lens, and NelsonHall, amongst others.