In the Healthcare Customer Success Organization (CSO) in Nuance, the Director, Adoption Consulting Services plays an integral role within the Consulting Services team as a strategic leader in defining and driving utilization & adoption of the hosted Nuance solutions with a primary focus, but not limited to, the implementation phase of the customer lifecycle. They are responsible for the development of early phase adoption and utilization metrics defined as leading indicators of successful outcomes for our customers. They will be responsible for the development and maintenance of scalable, repeatable adoption assistance plans triggered by less than optimal performance in early phase usage analytics with insight of in-depth evaluation of clinical workflows that will be leveraged by the broader Consulting Services organization.
The Director will manage a team of consultants focused on maximizing adoption and utilization of Nuance technologies and influencing consultative deployment best practices designed to drive early phase adoption and utilization yielding successful customer outcomes. This is a new team being built and the Director will be instrumental in guiding the creation of processes, methodologies and best practices for Nuance Healthcare solution adoption globally.
Principal Responsibilities:

• Lead organizational and operations performance excellence for high-growth professional services team
• Develop operational performance metrics and systems of accountability ensuring attainment of key performance indicators including solution specific metrics and monitoring tools
• Proactively manage team to drive to high adoption, utilization and satisfaction during early/implementation phase of the lifecycle and influence strategies delivered in steady state through direct partnership with Nuance Account Management team
• Engage with key customer stakeholders as needed about best practices to drive change management targeted to deliver successful adoption and utilization of Nuance hosted solutions
• Influence continuous improvements of our consultative deployment strategies to drive early success in solution adoption and utilization across hosted technologies; may include process analysis and improvement initiatives, eLearning and Live Enablement curriculum modification as well as developing methods for measuring effectiveness of all programs delivered
• Meet with cross-functional leaders on a regular cadence to review leading adoption metrics and provide updates on best practice deployment strategies for all hosted solutions
• Close collaboration with internal teams to drive end-to-end Adoption Best Practices across the Customer Life Cycle: Technical Services, Product Management, Account Management and Research & Development
• Serve as initial escalation path for adoption blockers identified by consultants; drive to resolution and monitor impacts of change
• Ensure customer engagements are delivered in a manner which meets/exceeds customer expectations and deliver successful outcomes
• Collaborate with cross-functional teams to integrate experience metrics into decisions on processes, products and service delivery strategy to improve customer satisfaction and outcomes
• Accountable for resource planning and capacity management of team across solutions
• Manage highly skilled and geographically distributed team including hiring, performance management & evaluations, professional development and coaching
• Travel to customer facility as needed for strategic engagement

Qualifications:

• Bachelor's degree or equivalent experience preferred
• 8+ years' leadership experience in Healthcare IT and services execution

Required Experience:

• A strong commitment to customer satisfaction at all levels
• High levels of autonomy and creativity
• Proven success in the planning and building of teams, processes and best practices for new corporate endeavors
• Strong record of scaling up services based solutions
• Ability to engage at executive levels as needed
• Excellent time and priority management skills
• Proven ability to work well in fast-paced highly matrixed environments and ability to adjust rapidly to changing priorities
• Communication: Excellent verbal and written skills; ability to present information at multiple levels of employees including Senior or Executive Management
• Process Improvement: Ability to work within various teams to partner on solutions that are mutually beneficial and drive change
• Accountability: High degree of personal accountability and helps drive an internal culture of the same
• Collaborative and highly communicative, including all internal functions dependent on CSO. Motivate CSO employee engagement, collaboration and high performance

Preferred Experience:

• Healthcare Industry Expertise, Product Management, Agile Methodology, Kaizen or other CSI

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