Customer Success Executive

3 months ago

Bengaluru, India Nuance Full time

JOB SUMMARY:
Customer Success Executive (CSE) is the primary customer contact for Nuance products and services and is responsible for creating a "wow" customer experience. Each CSE is responsible for multiple small to mid-customer accounts. The CSE will be responsible for day-to-day customer success activities spanning from the initial stages of implementation to continued engagement and retention. The CSE will have an in-depth understanding of each customer's overall business requirements and act as a consultant to determine how the various Nuance solutions and features can meet their needs. CSEs maximize the client’s return on investment in Nuance products and services, drive usage, increase reference-ability and broaden upsell/cross-sell opportunities. The CSE will also partner with other internal teams on initiatives that address customer needs.

KEY RESPONSIBILITIES:

- Manage up to 50 small to mid-sized customers (annual customer revenue between $2-3 million)
- Manage end user and manager relationship at the customer site.
- Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
- Be accountable to drive efficient usage of Nuance products and services within customers by driving the creation and execution of a thorough and action-oriented Adoption Plan.
- Build, maintain and leverage relationships within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on Nuance’s behalf.
- Demonstrate advanced insights and understanding of customer’s business/industry and challenge appropriately the way a customer views both their business and processes.
- Build/maintain rapid channel of communication to customer in case of service-related issues and events.
- Orchestrate and gain strong buy-in with multiple external and internal teams and be highly connected to Nuance’s SMEs throughout the customer’s lifecycle.

PREFERRED EXPERIENCE, SKILLS AND QUALIFICATIONS:

- Bachelor's degree, preferably in Business/Finance.
- Strong communication and presentation (soft) skills that establish Trusted Advisor relationships with clients.
- Proficiency in Word, Excel, and PPT.
- Strong analytical skills to review complex data and understand trends.
- Minimum of 3 years of experience in customer relations and consulting in Healthcare industry.
- Project Management experience is an advantage.
- Proven ability to map the customer’s business process to product capability.
- Demonstrates a strong sense of customer service with the ability to identify customer needs and expectations; respond in a timely and effective manner.
- Demonstrated ability to use storytelling and customer evidence to connect technology to customer’s business processes and desired business outcomes.
- Deep understanding of SaaS customer engagement.
- Top-notch executive engagement skills with an ability to establish strong relationships with business decision makers.
- Strong organizational/time management skills and the ability to manage multiple projects simultaneously.
- Demonstrated ability to manage complex projects, align resources and manage to measurable business and technology outcomes.
- Cultural awareness and appreciation for diversity.

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.

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