Enterprise Customer Experience Expert

The Enterprise Customer Experience Expert (ECXE) is a key role in the Customer Care organization, dedicated to delivering high-impact technical solutions and ensuring the satisfaction, health, and retention of enterprise customers. This role emphasizes a commitment to customer advocacy, leveraging advanced knowledge in OCR, Intelligent Document Processing (IDP), and automation to maximize customer success and contract fulfillment.

The ECXE acts as a trusted advisor to enterprise customers, addressing complex technical requirements, implementing best practices, and supporting proactive, impactful customer care.

Key Responsibilities:

• Enterprise Support Management: Serve as the primary contact for enterprise customers, ensuring they receive full value from their support contracts through tailored solutions that meet technical and business objectives.
• Technical Solution Design: Leverage expertise in ABBYY tools (Vantage, FlexiCapture, FlexiLayout, FineReader Engine) and scripting to create, optimize, and implement automation solutions that improve customer processes.
• Proactive Engagement and Advocacy: Conduct regular check-ins and provide technical guidance to customers, ensuring evolving needs are met and advocating for customer priorities within the organization.
• Advanced Analytics and Troubleshooting: Apply strong analytical and programming skills to diagnose complex issues, design innovative solutions, and improve system performance.
• Expert Connects and Customer Health Monitoring: Conduct regular annual system health checks and Track customer health metrics (e.g., system performance, configuration performance, user adoption, issue resolution) and address concerns that may impact satisfaction or retention.
• Code Quality and Support: Conduct in-depth code reviews and debugging to ensure high-quality, reliable implementations aligned with customer requirements.
• AI and Automation Integration: Utilize knowledge of generative AI and LLM models to innovate and optimize data extraction and processing solutions for customer needs.
• Customer Feedback and Improvement: Collect and analyze feedback, working with internal teams to enhance service quality and address common challenges.

Required Skills and Experience:

• Technical Expertise: Minimum of 8+ years in OCR, IDP, and automation, with at least 3+ years specializing in ABBYY tools (Vantage, FlexiCapture, FlexiLayout, FineReader Engine) and scripting.
• AI Knowledge: Familiarity with generative AI and LLM models, applying these technologies to develop customer solutions.
• Analytical Skills: Strong analytical abilities and programming experience to create effective, scalable business solutions.
• Soft Skills: Excellent communication, interpersonal skills, and work ethics.
• Code Quality: Expertise in performing thorough code reviews and efficient debugging.

Preferred Qualifications:

• Experience with Enterprise Support Contracts: Previous experience managing enterprise support contracts, particularly 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.
• Technical Product Knowledge: Familiarity with the company’s products and services, especially in the context of technical support, will be an advantage.

Why Join Us?

As an Enterprise Customer Experience Expert focused on Enterprise Support, you will play a key role in ensuring our enterprise customers receive exceptional service and support, contributing to their success and long-term satisfaction.

Additionally, you will enjoy some of our local benefits such as:

• Comprehensive medical, accidental, and life insurance
• Weekly wellness sessions to support your physical and mental well-being
• A generous paid time off policy

Here are some of our local benefits:

• Work from home, remotely, or hybrid
• Partial compensation for glasses and lenses
• Private health insurance
• Volunteering Time Off (2 days/ year)
• SZÉP Card for recreational activities
• 3 extra days/ month for 'sick leave' without doctors visit
• Flexible working hours