Customer Success Executive

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.