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Customer Success Executive - job 2 of 2

The ideal CDI-CAPD Customer Success Executive candidate has good business analysis skills within the clinical setting of a variety of healthcare organizations and works to ensure client satisfaction with Nuance CDI/CAPD professional services and enabling technologies. They are the primary point of contact for CDI/CAPD and serve as a liaison between the customer and several disciplines which include consulting, technical services, and product. Their tasks may include directing and controlling the processing and fulfillment of services, fielding customer inquiries, supporting the resolution and /or escalation of customer complaints and execute adoption plans based on the organization's goals that demonstrate the value and align with anticipated outcomes. At the most CDI-CAPD level they may also support product demonstrations and / or provide recommendations in further training opportunities.

Summary: The ideal CDI-CAPD Customer Success Executive candidate has good business analysis skills within the clinical setting of a variety of healthcare organizations and works to ensure client satisfaction with Nuance CDI/CAPD professional services and enabling technologies. They are the primary point of contact for CDI/CAPD and serve as a liaison between the customer and several disciplines which include consulting, technical services, and product. Their tasks may include directing and controlling the processing and fulfillment of services, fielding customer inquiries, supporting the resolution and /or escalation of customer complaints and execute adoption plans based on the organization's goals that demonstrate the value and align with anticipated outcomes. At the most CDI-CAPD level they may also support product demonstrations and / or provide recommendations in further training opportunities.

Roles and Responsibility

Reporting directly to the Sr. Director of Customer Success, this critical customer success position is a veteran individual contributor role, established to Manage Key Accounts of Nuance’s most strategic and complex clients
Assignment to these Key Accounts may be by assignments into difficult circumstances where customer may be dissatisfied and/or experiencing difficulties with product and/or personnel OR extremely strategic accounts where Nuance is looking to grow its footprint in key geographies or with industry influencers
Demonstrate deep experience with end-to-end account ownership: drive close coordination across strategic Nuance partners and key customer stakeholders on regular status checkpoints utilizing forward-looking customer needs review
Build and manage relationships with CDI-CAPD executives at our customer organizations to drive maximum adoption of Nuance solutions, build customer advocacy, and generate program success stories.
Partner closely with Sales team to synchronize success roadmap with immediate and long-term sales strategy for Key Accounts
Complete Executive Sponsor portfolio for these accounts; including quarterly refresh and review with both the customer and Executive sponsorship team, including detailed ROI (return on Investment) analysis and multi-year adoption planning
Closely monitor customer health and own executive communication plan and internal and external interactions with Key Accounts: regular, proactive outreach through on-going relationships and communication, pulse checks; building on-going, sustainable relationships at all levels of the organization
Continuously demonstrate customer value and oversee success roadmap for all product solutions in Key Account portfolio, including proactive monitoring and reporting of status against key adoption targets; coordination of intervention initiatives for any solutions not meeting expected targets
Work in concert with our implementation teams as they implement new product(s) to ensure internal cross functional communication.
Drive towards 99% revenue retention of Key Account portfolio
Act as Voice of the Customer: create and advocate for customer on 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 required, Master’s Degree or equivalent career or field experience preferred

Minimum years of work experience: 5+ years preferably in CDI- CAPD Customer Success, CDI- CAPD Account Management role within healthcare industry, or Healthcare leadership

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
Proven ability to handle executive relationships and navigate political complexities
Experience of working directly with the C-suite/VP level
Healthcare thought leader, preferably with experience demonstrating Nuance solutions or other complex Healthcare IT trends (preferably that impact clinicians in their workflow) in an industry setting
Ability to utilize data and metrics to communicate strategy to internal stakeholders and external clients
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 CDI-CAPD or Executive Management).
Process Improvement: Ability to work within various teams to partner on solutions that are mutually beneficial.
Accountability: Fully accountable and helps drive an internal culture of accountability.
Collaboration: Ability/experience inspiring, collaborating with, influencing, across large, distributed teams with diverse skills. Collaborative and highly communicative, including all internal and external functions supporting the customer base. Motivate CSO (customer success organization) employee engagement, collaboration, and high performance.
20% of Travel required.

Preferred Skills:

CDI (Clinical Documentation Improvement), Coding and/or Physician facing Artificial Intelligence strongly preferred

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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.

By Nuance

Nuance Communications, Inc. (NASDAQ: NUAN) is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language to incre...

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INDUSTRY

Computer Hardware Development

TEAM SIZE

5001-10000

LOCATION

Hybrid, based in Burlington, MA

DATE POSTED

June 4, 2023