Sr. Principal Customer Success Manager

| Remote

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. 

 

Check out our team Life at Nuance!

 

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.

 

We are seeking an innovative Customer Success Professional. In this role, as a part of the Enterprise Customer Success team; you will work with Nuance Enterprise Strategic customers to ensure that they are successful and delighted by Nuance’s Enterprise solutions. It is your responsibility to monitor key metrics and proactively drive activities to ensure that Nuance solutions are meeting customer specific business needs and expectations from the initial stages through the full customer lifecycle while maintaining high customer satisfaction and ensuring revenue achievement, customer satisfaction and account growth for your assigned accounts. You will work with your customers to continually drive adoption, as well as act as the voice of your customers internally at Nuance. Creative, energetic, and self-driven, you understand the customer and their use cases and know how to be a trusted advisor and partner, so companies stay and grow with Nuance. You can manage numerous customers at various stages of the customer lifecycle with ease. You also love understanding our omni-channel solutions and then working with customers on adopting and identifying new sales opportunities

This position is instrumental for the future success of Nuance Enterprise division and is supported by a variety of resources including:


Executive leadership
Sales

Pre and Post Sales technical support

Marketing
An award-winning array of solution capabilities
Outstanding Delivery and Product Management resources
Industry and Subject matter experts


Responsibilities Include:

Domain Expertise:

  • Use knowledge of Nuance solutions to articulate “Why Nuance” key differentiators and product use cases from the customer perspective

Use of Data:

  • Understand customer experience journeys and help customers maximize their business objectives and value through Nuance services
  • Maintain a strong understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs

 

Relationship Development & Customer Advocacy:

  • Customer Advocacy/Customer Satisfaction - Our customer’s satisfaction is our #1 key performance indicator of success. We place a significant emphasis on best in class services and operational management.
    Customer Advocacy Program/NPS Program Management – a true ‘voice of the customer’ iterative feedback process whereby our customers measure our performance against key business and operational objectives. Our desire is to measure and improve the customer experience, and their customer’s experience with Nuance solutions
  • Lead and support the Executive Business Reviews (EBR/QBR) program presentations, business metrics reporting, monitor process, and lead performance analytics as needed
  • Work closely with Nuance Sales, PS Technical & Network Services teams to jointly manage customer interactions/escalations
  • Own the responsibility for monitoring and reporting on the customers’ satisfaction with Nuance solutions and services
  • Proactively drive teams and activities that improve customer satisfaction and build customer loyalty
  • Manage existing customer sales activities for Nuance Enterprise customers through strong relationship-building, product knowledge, planning, and execution 

Account growth:

  • Drive adoption of Nuance services to meet customers’ business needs
  • Develop and maintain long-term relationships with stakeholders in your account portfolio
  • Identify risks to the customer achieving their stated business goals and work to resolve
  • Partner with our Sales, Professional Services, Product Management and Operations teams to build “Truly Loyal” customers relationships
  • Deliver customers successfully into the contract renewal process
  • Monitor performance and identify trends in Nuance adoption and utilization and develop account strategies to meet revenue expectations utilizing CRM such as Gainsight & SFDC 

Account and Revenue Management

  • Nurture, and protect relationships with existing clients and act as a client specialist to drive account and revenue growth by:
  • Primary owner of day-to-day customer relationship
  • Meet annual revenue quota for assigned accounts
  • Provide forecasting guidance to internal financial teams and executive leadership
  • Partner with Account Executive (AE) to develop strategic account plans and execute strategic and tactical actions to support account growth and revenue expansion
  • Identify additional opportunities resulting in revenue expansion
  • Drive adoption and growth of Enterprise products by partnering with our sales and professional services team
  • Assist Account Executive (AE) in renewals
  • Monitor, report and manage the financial health of the client
  • Contract oversight and governance (ROI, KPI, SLA)
  • Facilitate internal executive business reviews

Performance Management - Develop a trusted advisor relationship with customer executive sponsors and influencers to establish and oversee customer adoption and engagement of existing products and applications:

  • Develop an account “Success Plan” that connects to key business outcomes and KPIs
  • Provide knowledge transfer to customers on best practices to deliver measurable ROI
  • Monitor and report on business objective achievements and performance KPIs
  • Continually working with customer on strategy and improvement
  • Provide thought leadership within account and partner with Account Executive to grow additional and new revenue streams within the account

Customer Advocacy/Customer Satisfaction - Our customer’s satisfaction is our #1 key performance indicator of success. We place a significant emphasis on best in class services and operational management.

 

Customer Advocacy Program/NPS Program Management – a true ‘voice of the customer’ iterative feedback process whereby our customers measure our performance against key business and operational objectives. Our desire is to measure and improve the customer experience, and their customer’s experience with Nuance solutions


Lead and support the Executive Business Reviews (EBR/QBR) program presentations, business metrics reporting, monitor process, and lead performance analytics as needed
 

Work closely with Nuance Sales, PS Technical & Network Services teams to jointly manage customer interactions/escalations

 


Qualifications:

Number of Years of Work Experience: 12+ years, preferably in Customer Success, Account Management, Sales.

Education: BA/BS preferred or equivalent work experience


Required Skills:

  • Professional experience preferably in a SaaS customer success or sales account management role
  • Digital and voice call center experience
  • Desired knowledge of Voice & Web technologies, Digital, Messaging, Security and Biometrics
  • Proven analytical skills
  • Experience in handling escalations conversations at multiple levels of customer organization including S-Suite and C-Suite executives
  • Previously managed a client accounts with high revenue impact
  • Experience managing complex cross-departments projects
  • Ability to drive adoption and revenue expansion
  • Enterprise sales experience working with VP and C-Level Executives
  • Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation, and revenue growth
  • Track record of being a solution-oriented individual who has successfully developed and managed large enterprise customer relationships
  • Enjoys working closely with customers to ensure complete satisfaction
  • Collaboration: Ability to inspire, collaborate with and influence across large, distributed teams with diverse skills.
  • Collaborative and highly communicative, including all internal functions supporting the customer base
  • Travel up to 30%

Preferred Skills:

  • Excellent oral and written communication skills, including the ability to present at an executive level and communicate technical ideas to non-technical audiences
  • Proven experience working with C-level client executives regularly
  • Proven leadership experience with the ability to motivate and direct other team members.
  • Experience in a customer facing role in a high-tech environment
  • Someone who thrives in a team environment and knows how to effectively leverage resources in a matrix management environment to drive business
  • Posses a high-level of initiative

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 projects are you most excited about?

I'm most excited about how we will take our expertise gained in the Voice channel to help customers deliver the same frictionless, yet highly secure experiences via Digital Web and Mobile channels.

Danny

Fraud and Biometric Sales Executive

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
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
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
We provide up to 12 weeks of paid leave to care for a family member with a serious medical condition
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. We also provide 11 paid company holidays annually.
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
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
Continuing Education stipend
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 provide a choice of two medical plans. With our High Deductible Health Plan, Nuance provides a company contribution to the Health Savings Account.
We provide access to thousands of discounts and access to voluntary benefits such as pre-paid legal insurance, identity theft protection and long term care insurance
We also now reimburse up to $10,000 for surrogacy.

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