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Senior Manager, Customer Success Management

Location Boston, Massachusetts; Atlanta, Georgia; Orlando, Florida

Company Overview:

At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them. We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.

Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.

Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the informationthey need using whatever channel they prefer.

Job Summary:

Senior Sales Manager-Customer Success Management (CSM) will be responsible for managing day to day operations, Revenue forecast management Reviews, Reporting, renewals, Training, and supporting Team with client facing activities generating bookings and revenues. Senior Manager will report directly tothe Director Customer Success Management.

Principal duties and responsibilities:

Attract, hire, enable, coach, and manage sales and account management talent.
>Meet or exceed assigned revenue and renewal goals objectives.
>Manage and implement policies and procedures for CSM Team, and devise process improvements that result in enhancements to the CSM process and/or increased revenue
>Prioritizes effectively and manages multiple account oversight and sales opportunities simultaneously in a highly organized and deadline driven manner.
> Support CSMs through renewal process ensuring that assigned accounts successfully renew
>Monitor NPS/CSAT program and provide appropriate visibility into customer issues that impact overall customer satisfaction
>Ensures objectives, contingencies and timelines are clear to the CSM team, holds effective meetings and escalates appropriately to ensure business goals are achieved.
>Promote Nuance solutions to customers and partners in personal and group forums by making presentations and participating in regional/national trade shows.
>Work with the Territory sales professionals to monitor performance and maintain a revenue forecast by keeping accurate records of discussions and opportunities on Nuance's customer/partner relationship/forecast management system and accurately roll up the forecast data to the next level of management forecasting.
>Proven ability to lead diverse teams, selling complex large-scale projects to Enterprise type Clients

>Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing

Education: BA/BS preferred or relevant experience

Minimum years of work experience: 5+ years in enterprise sales, as well as 3-5 years of sales management experience

Required skills:

>Record of successful selling, business development, executive level influence, and exceptional communication and C-Suite presence
>Record of successful sales management of sales team obtaining annual quota and goals
>Knowledge of Digital Transformation, Artificial Intelligence, Live Chat, Virtual Chat, Chatbots, and other digital engagement technologies and markets.
>Ability to handle multiple opportunities to meet deadlines, setting direction for and ensuring the success of all sales and customer interactions
>Ability to articulate solution value proposition to C-Suite for both Business & Technical stakeholders
>Exceptional communication, business writing, listening and interpersonal skills
>Excellent preparation and presentation skills for executive meetings
>Willingness and the ability to travel
>Proficiency with software productivity tools (Salesforce, Word, Excel, PowerPoint)

Preferred skills: Remote office

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 Communication Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is availablehere. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.


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Why Nuance?

Our employees spend their days reinventing the relationship between people and technology. Join Nuance and help shape the future. Hear from members of our global team. Click profiles to learn more.

  • Arvind K. R&D Pune, India
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    Arvind K. R&D Pune, India

    Innovation: Nuance is like a $2-billion start-up. There are so many things we are doing for the first time, but the scale is huge and the machinery is complex.

    We are a matrix organization: It is challenging but very rewarding to build collaborations with stakeholders that are halfway around the world.

    Impact: It boggles the mind to think that such a simple thing like software can not only change lives, but actually save lives. And finally, to paraphrase a quote from an unknown source: You have to be a little bit crazy to work at Nuance, but you have to be completely crazy to work anywhere else.

  • Shauna D. Human Resources Burlington, United States
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    Shauna D. Human Resources Burlington, United States

    The global HR team is incredibly collaborative and creative. The work environment here at Nuance is diverse, dynamic - offering opportunities to challenge myself, while allowing me to have sound work-life balance.

  • Vaidehi K. R&D Bangalore, India
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    Vaidehi K. R&D Bangalore, India

    “I like having the opportunity to work with different teams in Healthcare and I have been fortunate to make strong contacts over the years. I enjoy the fact that there are constantly new and diverse challenges and that I get to explore and learn new things every day.”

  • Anja L. Sales Aachen, Germany
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    Anja L. Sales Aachen, Germany

    I love being part of a team that is creating innovative strategies and building solutions for the world’s biggest companies. We’re changing how people interact with the technology they use every day— like their car—and that’s an incredible feeling!

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