Job details

Senior Customer Success Executive

The Senior Diagnostics Customer Success Executive role within our Nuance Healthcare Customer Success Organization provides an integral role within the team as a partner contact for clients, responsible for guiding the clients to successful outcomes in the use of their Diagnostic solutions. Core objectives include maximizing adoption, utilization and optimization of their diagnostic solutions as well as ongoing account management with high customer service and successful outcomes based on customer goals and metrics.

Responsibilities:

Meet with clients on a regular cadence, working toward measurable goals and outcomes
Proactively manage customers to high adoption, utilization, optimization and satisfaction
Understand the solutions and enable customer success.
Maintain databases and Salesforce.com with client information for sharing of information with other Healthcare resources.
Responsible for contract renewals and lead generation for assigned customers
Create continued process improvements
Resolve customer’s questions or guide them to the appropriate resource
Provide tight integration with internal teams: Product Management, Marketing, Dev, Sales and Support
Provide issue escalation and resolution tracking.
Build awareness in the marketplace, educate prospects and meet or exceed your assigned objectives by expanding Nuance’s footprint across our client base.
Understand the solutions, train customers, and enable customer success
Manages customer with executive relationship management aspects
Manages new solutions with less mature methodologies
Travel to customer facility or Nuance office.

Qualifications:

Years of Work Experience: 10+ years in Healthcare Technology

Required Experience:

Demonstrated record of healthcare customer/account management skills; Proven track record supporting and working with Sales, Product Management, Development, and Technical Support teams
Radiology/Imaging workflow experience and core understanding of common clinical workflows deployed in typical hospital
Solid presentation development and communications skills
Experience making presentations and providing communication to senior level executives
Outstanding customer service, communication, presentation and interpersonal skills; Experience with hosted applications; ability to work independently and creatively with minimal supervision
A strong commitment to customer satisfaction at all levels
Strategic planning in account relationship management
High-level of autonomy required
Ability to handle executive relationships and navigate political complexities
Experience in the healthcare industry and engaging clinicians and IT leadership.
Salesforce.com experience

#LI-Hybrid

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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