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 Knowledge & Community Manager will drive the development, implementation, and management of knowledge-sharing programs to support internal teams, partners, and customers, as well as the broader community of technologists leveraging ABBYY products. In this role, you will be responsible for designing and executing a scalable knowledgebase strategy that equips Support teams with the tools, training, and resources needed to be effective while also ensuring customers have the information they need for success. This role will also research and develop AI strategies for effective case deflection of support cases. The ideal candidate will blend strategic thinking with hands-on expertise in knowledge management and cross-functional collaboration.
Key Responsibilities:
Knowledgebase Strategy Execution:
- Design and execute a comprehensive knowledge strategy that supports employee development, customer success, and partner enablement.
- Identify gaps and opportunities in current knowledge-sharing practices and develop initiatives to enhance resource accessibility, content relevance, and training quality.
- Incorporate AI methodologies to increase case deflection while offering the best self-service experience for our customers.
Knowledge Management & Content Development:
- Oversee the creation and maintenance of an extensive knowledge base, ensuring resources are accurate, up-to-date, and easily accessible.
- Collaborate with Product, Engineering, Customer Excellence, and Marketing teams to ensure content reflects the latest product features, updates, and industry standards.
- Implement AI-driven and self-service solutions for content delivery, including chatbots, video tutorials, and interactive documentation.
Community-Focused Programs:
- Develop and lead community-focused programs tailored to customers seeking support of our products.
- Regularly assess the effectiveness of community programs and make data-driven adjustments to improve engagement and outcomes in alignment with partner-focused organizations.
Metrics & Optimization:
- Define and track key metrics for knowledge utilization program success.
- Use data and feedback to refine processes, improve knowledge accessibility, and enhance content based on user engagement and outcomes.
- Stay up to date with industry trends, tools, and best practices to continuously enhance the knowledgebase strategy.
Required Skills and Experience:
- Knowledge Management & AI Experience: Proven experience in knowledge management or technical enablement roles with deep understanding of AI trends and considerations.
- 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 deflecting issues through effective AI-based strategies and content.
- Communication and Relationship-Building: Strong interpersonal and communication skills, with the ability to build trust with stakeholders and knowledge partners across the company.
- Data-Driven: Experience with Support delivery metrics and KPIs, knowledge dissemination tools, and reporting platforms to monitor effectiveness of knowledge programs.
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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