Customer Health Recovery Manager

Job Description

ABBYY is seeking a Customer Health Recovery Manager to join their team in Budapest. This role is a strategic leadership position focused on restoring and improving the health of enterprise customers facing significant challenges. The Customer Health Recovery Manager will serve as the primary point of contact for escalated accounts, driving coordinated efforts across various departments to resolve issues affecting customer satisfaction, adoption, and retention. They will oversee recovery planning, root cause analysis, and customer communication to stabilize relationships and improve long-term outcomes.

Responsibilities include:

• Serving as the single point of contact for high-priority escalations.
• Leading cross-functional efforts to diagnose root causes and execute recovery plans.
• Coordinating triage activities for technical and operational issues.
• Communicating proactively with customer stakeholders.
• Aligning recovery strategies with account goals.
• Delivering executive briefings and progress updates.
• Collaborating with QA, Supportability, and Product teams.
• Capturing and sharing insights and recovery metrics.
• Maintaining recovery records and dashboards.
• Contributing to continuous improvement of CHR processes.

Requirements:

• Deep technical understanding of SaaS platforms.
• 5+ years of experience in Customer Success, Technical Support, or Professional Services.
• Demonstrated success managing high-severity escalations.
• Strong project leadership skills.
• Excellent written and verbal communication skills.
• Ability to explain technical issues to diverse audiences.
• Customer empathy and a solution-oriented mindset.
• Proficiency with JIRA, Salesforce, or similar tools.
• Familiarity with ABBYY’s product suite.

ABBYY offers:

• Remote and hybrid working options.
• Flexible hours.
• Paid volunteering days.
• Paid parental leave.
• A SZÉP Card for meals and recreational activities.
• Private Health Insurance.
• Optical Support.