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.

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.

Knowledge base 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

Knowledge base 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.