The Dragon Ambient Experience (DAX) Customer Success Executive will help drive expansion and optimization of DAX customers post-sale (w/strong interlock pre-sale), to ensure provider success with DAX solutions and expansion to additional providers. They will leverage a high frequency engagement model to drive rapid adoption of our DAX solution. The Customer Success Executive will use a data-driven approach to support provider engagement activities, KPI's and ROI reviews as well as monitoring against changes in adoption and establishing a success plan for each client.

Roles and Responsibilities:

• Own Customer Success for assigned DAX accounts: drive adoption, utilization, expansion on DAX platform including: Account expansion plans / Customer success plans based on SOW and Scope defined

• Manage customer satisfaction and customer value extraction from product through demonstrable ROI and path to outcomes

• Constant engagement cycle to provide consultative services (e.g. to increase usage and maximize value)

• Focus on expansion and driving account growth from Implementation through Renewal

• Create constant engagement cycle through consultative engagement model

• Customer relationship: develop, evolve, manage relationship at both provider and senior leadership levels in customer organization

• Customer Engagement: Promote provider champion network and provider advocacy; Strong focus on ROI and Proof of Value for leadership levels

• Product enhancement: Leverage Voice of Customer to drive input into product roadmap 

Qualifications:

• ·Bachelor's degree or equivalent experience

• 8+ years experience in Healthcare industry; clinical experience strongly preferred

Required Experience:

• Strong analytical skills, including outcomes management and ROI modeling

• Solid understanding of Healthcare ROI, including Healthcare organizational design and dynamics

• Communication and Collaboration: Motivate Customer Success Organization and Business Unit collaboration and high performance

• 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.

• Travel domestically up to 50% of the time.

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.