Senior Director, Customer Success (US. Remote) at Nuance

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Company Overview

Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life. We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security. With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries. 

 

Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform “business as usual.” For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world. From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

Job Summary

As a Senior Director of Account Management, you will lead a team focused on the successful adoption of Nuance Healthcare Solutions, guiding customers through their Nuance journey. You will work across customer-facing teams to ensure that a customer’s experience on Nuance Healthcare Solutions exceeds their expectations. You will deeply understand the customer’s business objectives and regularly engage with stakeholders across a cross-functional and geographically dispersed team to ensure we are helping customers achieve their goals.

The Senior Director of Account Management will be responsible for leading a team of customer success professionals across the US and Canada. This role will partner with cross-functional leaders to develop and execute strategies that drive the success of our customers, striving for zero churn and 100% renewal.

 

Roles and Responsibility:

  • Strategic Customer Engagement:
    • Accountable for strategic account ownership model, driving relationships at C-Suite level
    • Implement provider champion network to support peer-to-peer adoption and customer advocacy initiatives to deliver customer wins, model customers, references and case studies
  • Customer Success:
    • Operationalize Account Management model to directly drive strong customer outcomes and ROI across all Healthcare solutions
    • Implementation of Success Plan methodology across all accounts; Setting target outcome achievement for existing solutions for every customer
    • Own program to oversee creation of multi-year roadmaps by customer to evolve solution portfolio and performance and meet long-term customer priorities
    • Create strong customer engagement model of consultative outreach and partnership
    • Accountable for adoption, utilization, and optimization of all solutions from across customer lifecycle to drive expansion and account growth
  • Operational Efficiency:
    • Define E2E engagement model for Account Management and ensure tight partnership with all Account Team stakeholders
    • Identify training requirements to ensure Account Management team become certified in customer success methodologies, and maintain appropriate knowledge of Nuance solutions and Healthcare outcomes
  • Voice of the Customer: product roadmap input based on client feedback and experience metrics
  • Continuously demonstrate customer value:
    • Create scalable, repeatable ROI and outcomes measurement model for all solutions
    • Implement comprehensive monitoring and reporting of status against key adoption targets
    • Automated alerting and coordination of intervention initiatives for any solutions not meeting expected targets
  • Implement Customer Health Index to drive engagement plan for Key Accounts: regular, proactive outreach through pulse checks; success plan review with RoI analytics.
  • Establish deep relationships at the C-Suite level to drive ongoing strategic partnerships
  • Drive towards 100% revenue retention of Key Account portfolio.
  • Support expansion of Key Accounts by driving and maintaining highest levels of customer satisfaction and advocacy, particularly at decision-maker and influencer levels of the organization.
  • Act as Voice of the Customer: input and influence product roadmap based on customer feedback, outcomes-based trends and experience metrics; Collaborate with cross-functional leaders as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty.

 

Knowledge, skills and qualifications:

 

Education: Master’s Degree or equivalent required: MBA or Healthcare Administration field

Minimum years of work experience: 8+ years at Director + level; preferably in Customer Success role, or Healthcare leadership; Minimum 15+ years’ experience overseeing customer success or client management teams and organizations, preferably with strong exposure to SaaS

 

Required skills:

  • Clinical experience strongly preferred, including Healthcare operating environment and clinical workflows
  • Extensive Customer Success operations experience, including Success Plan methodologies and Customer Engagement tools and strategies
  • Excellent analytical skills, including outcomes management and ROI modeling
  • Deep understanding of Healthcare RoI, including Healthcare organizational design and dynamics
  • Impactful leadership skills, including the ability to set a clear departmental strategy, drive urgency and results, and motivate and coach others
  • Ability to handle senior executive relationships and navigate political complexities
  • Communication: Compelling verbal and written skills; Influence key outcomes through ability to present complex information to multiple senior leadership level with a clear, concise call-to-action.
  • Continuous Process Improvement: Ability to work within various teams to partner on solutions that are mutually beneficial and drive a best-in-class customer experience.
  • Accountability: Fully accountable and helps drives an internal culture of accountability.
  • Talent management: Strong track record in motivating employee engagement and high performance; Deep experience in talent development; Demonstrated performance management skills; Experience managing teams across distributed geographical locations.
  • Collaboration: Ability to inspire, collaborate with, influence, across large distributed teams with diverse skills.
  • Travel domestically up to 30% of the time.

 

 

Additional Information

Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.

 

Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy.  If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.

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Location

Our headquarters is in Burlington, 30 minutes from downtown Boston, right off 128 and across the street from Wayside Commons (hello, shopping!).

An Insider's view of Nuance

What’s the vibe like in the office?

I enjoy being part of our diverse team. There are more than 20 nationalities represented, and we have quite different educational backgrounds and roles, like speech scientists, engineers and business people. We expanded the Vienna office in the last few years, and we cover all ages and levels of experience.

Gerhard

Senior Director Engineering - Dragon Medical One

What does your typical day look like?

On the Digital team, we work with the world’s most prominent and trusted brands, every day. Those brands depend on us every day to delight their consumers. We’re a true partner in their success; and we do it with the world’s brightest minds, and some really cool technology. Nuance truly empowers its people to change the world we live in.

Ben

Director, Software Development

How does the company support your career growth?

Career mobility ties into career development. You bring these core skill sets into these different roles, but what are the skills you want to expand on and grow? How does that fit into your overall career plan? Nuance is a place where you can try on different hats by sitting on different teams, or even just trying them on in your current role.

Michele

Program Manager, R&D Transformation Initiatives

How do you empower your team to be more creative?

We unlock the creative potential in everyone by creating an environment where people can trust each other and express their views freely. We follow three principles: focus on the customer and empathize to understand their needs, encourage risk taking, and create a platform to share the stories outlining creative ways teams solved problems.

Raghu

Vice President, Engineering

What are Nuance Perks + Benefits

Nuance Benefits Overview

Our success as a company is made possible by our employees. Your passion, curiosity, and tenacity propel us forward and produce more value for our customers and stakeholders. In turn, we're committed to taking care of you with our comprehensive benefits and awards.

There's nothing more important than the wellbeing of your and your family. Our medical, dental, vision and financial health plans provide peace of mind now and in the future. Your family and friends will enjoy spending time with you thanks to our generous paid time off and flexible work benefits. And you will feel empowered to be your best self by utilizing our fitness and wellness offerings.

Culture
Volunteer in local community
The Nuance Cares program offers employees up to 16 volunteer hours of paid volunteer time off each year supporting a qualified non-profit organization of their choice.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Nuance employees can contribute up to the IRS maximum annually to their FSA.
Disability Insurance
Short-term disability insurance covers 100% of annual salary for a 26-week maximum. Nuance also offers long-term disability.
Dental Benefits
Our dental plan covers $2,500 of expenses.
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is equal to 2 times an employee's annual salary.
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Nuance's team fitness initiatives include in-office yoga classes and sponsorship of a race team for the J.P. Morgan Corporate Challenge.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Nuance offers a 401(K) plan through Fidelity Investments.
401(K) Matching
Nuance provides employees with a 401(k) matching plan managed by Fidelity. We match 100% of the first 3% of eligible compensation and contributions up to 50% of the next 2% for a maximum of 4%.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
We match dollar-for-dollar for a maximum of $1,000 annually.
Child Care & Parental Leave Benefits
Child Care Benefits
Acme Co. provides Backup child care assistance.
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary and secondary caretaker.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
We reimburse up to $10,000 for eligible adoption expenses and 12 weeks of paid leave.
Return-to-work program post parental leave
Company sponsored family events
Fun and exciting bring your child to work program.
Vacation & Time Off Benefits
Generous PTO
Nuance employees receive between 20 and 25 days per year of paid time off based on years of service.
Paid Volunteer Time
Our employees receive 16 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Nuance proudly includes Paid Sick Days as part of our overall Paid Time Off policy.
Perks & Discounts
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees.
Game Room
Our game room includes Ping Pong, Foosball.
Stocked Kitchen
Nuance offers unlimited free style soda machine, Bevi drinks, cold brew coffee, iced coffee, specialty coffees including Dunkin & Starbucks.
Parking
We offer employees Free on-site parking including car pool spots, expectant mothers and electrical charging stations.
Relocation Assistance
Fitness Subsidies
Nuance reimburses its employees up to $150 annually for many of the most common health and fitness services and activities.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Nuance offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250.
Diversity Program
Lunch and learns
Nuance hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, 1-to-many program, Cross-department program, Career mentoring, Leadership mentoring.
Continuing Education stipend
We offer $5250 annualy for continuing education.
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
Nuance funds business relevant certifications.

Additional Perks + Benefits

Nuance supports our Employee Resource Groups (ERGs): Nuance Pride, Women in Nuance (WIN), Multicultural Association for Diversity Empowerment (MADE). These groups sponsor internal and external events and activities to create awareness, provide resources and foster relationships across the globe.
We also now offer 12 weeks of paid leave to care for a seriously-ill family member.
We also now reimburse up to $10,000 for surrogacy.

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