The Nuance Dragon Medical Technical Support Liaison (TSL) focuses on building long-term mutually beneficial partnerships with strategic customers. The Dragon Medical TSL helps customers, internal and external, plan and execute a Nuance solution strategy, providing them with best practice advice, maintenance guidance, aligning with implementation process, and access to Nuance subject matter experts, working with the support team members to deliver timely execution of planning and remediation, as well as timely escalation of potential issues through established processes for developmental focus and resolution.  Through regular reviews of new and existing cases, the TSL helps to identify and target clients and partners, improve overall relationship, gain better knowledge of customer’s environment and key players within their organization, reduce overall number of cases that get opened through knowledge sharing, and sets up 30, 60, 90 day action plans with proper expectations for internal and external customer team members. The TSL role assists the Dragon Medical Management Team, the Customer Success Executive and broader account team, keeping all parties informed.

Responsibilities:

• Conduct needs assessment around the following objectives

  • Obstacles, Proactivity, Communication of technical and product concerns

  • Review support issues and the underlying reasons for any escalations

  • Strategic planning for optimization of overall customer success ongoing

  • Ability to recognize trends and patterns between diverse case descriptions and foresee future problems

• Define and develop Action Plans and Building of Customer – Internal/External Relationships

  • Specific short- and long-term goals with benchmarks

  • Resource requirements – for Nuance and customer

  • Develop and maintain for ongoing dialogue, touchpoints, meetings, follow ups, development of communication plans

• Monitor and track performance

  • Drive, display and deliver value – proactive and remediation planning

  • Measuring performance, KPIs, tracking progress and escalations

Deliverables:

• Maintain and establish synergy between internal organizations, i.e Customer Success Executive, Enterprise Project Office Tech Services, Support and Customer via best practices for professional engagements/meetings

• Understanding and delivery Nuance best practices with support and CSE teams, partner synergy, value added resellers

• Product/Engineering feature request and issue tracking

• Research, analyze, document, and manage resolutions to technical, operational, and implementation issues

• Offer contextual details for critical support cases.

• Provide feedback and contribute to the overall Nuance strategy offering creative approaches.

Required Qualifications:

• Education: Bachelor's degree (IT/CS/related discipline) or related experience

• Experience: 5+ years

Required skills:

• 5+ software delivery/customer relationship experience in professional services/senior level customer facing delivery of services.

• Excellent problem-solving, relationship building skills with excellent verbal and written communication.

• Ability to self-motivate to quickly learn and adapt to fast-evolving intelligent technology solutions.

• Research, analyze, document, and manage resolutions to technical, operational, and implementation issues related to Nuance products and their supporting technologies and infrastructures.

• The candidate must be capable of establishing and documenting processes, policies, and procedures, producing high-quality technical documentation included within newsletters, public/private knowledge base systems, product manuals, etc.

• The candidate must have the ability to recognize trends in environments or data of case descriptions within the product lines. Then utilize that information to realize the current potential for future problems within assigned customers.

• The candidate must have sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to independently resolve most inquiries.

• Act as cross-functional program team representative, gathering and disseminating information to and from product development and engineering teams, both internal and external customer relationships, with mentor the customer's IT, technical staff when needed.

Preferred Skills:

• Excellent skills and knowledge of third-party virtual environments

• Citrix; VMWare; Hyper-V; Chrome; IE; Edge; .Net

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.