Roles and Responsibilities -

• Manage assigned portfolio of clients
• Continuously demonstrate customer value and oversee success roadmap for all solutions in client portfolio, including: monitoring and reporting of status against key adoption targets; coordination of intervention initiatives for any solutions not meeting expected targets
• Monitor customer health and own communication plan for accounts: regular, proactive outreach through pulse checks; success plan review with RoI analytics and quarterly business review development and presentation
• Create strategic account plans for accounts, including detailed RoI analysis and multi-year adoption planning
• Develop deep relationships at the C-Suite level to drive ongoing strategic partnerships
• Manage seamless, integrated customer experience through close coordination across all Nuance partners and customer stakeholders
• Proactively identify signs of customer risk and collaborate cross-functionally to address issues
• Drive towards 99% revenue retention of account portfolio
• Support expansion 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: create product enhancement requests to address individual customer needs; Collaborate with business leaders and cross-functional teams 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: Bachelor's Degree or equivalent experience required: Healthcare Administration field preferred.
Minimum years of work experience: 10+ years; preferably in Customer Success role within healthcare industry, or healthcare leadership
Travel: Up to 50%
Required Skills-

• Clinical experience strongly preferred, including healthcare operating environment and clinical workflows
• Proven analytical skills
• Deep understanding of Healthcare RoI, including Healthcare organizational design and dynamics
• Ability to handle executive relationships and navigate some political complexities
• Polished, professional communication skills, including the ability to work effectively with customers through remote channels (teleconferences, web meetings, etc), as well as on-site
• Communication: Excellent verbal and written skills, ability to present information to 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.
• Accountability: Fully accountable and helps drives an internal culture of accountability.
• Collaboration: Ability to inspire, collaborate with, influence, across large distributed teams with diverse skills. Collaborative and highly communicative, including all internal functions supporting the customer base. Motivate CSO employee engagement, collaboration and high performance.

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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.