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Principal Customer Success Manager

Apply Job ID 1-42019 Date posted 09/05/2019 Location London, United Kingdom

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.  

Job Summary:

We are seeking an innovative Customer Success Manager. In this role, as a part of the Enterprise sales team you will work with Nuance Enterprise customers to ensure that they are successful and delighted by Nuance’s Enterprise solutions. It is your responsibility to monitor key metrics to ensure that Nuance solutions are meeting customer specific business needs and expectations from the initial stages through the full customer lifecycle while maintaining high customer satisfaction and ensuring revenue achievement for your assigned accounts. You will work with your accounts to continually drive adoption, as well as act as the voice of your customers internally at Nuance. Creative, energetic and self-driven, you understand the customer and their use cases and know how to be a trusted advisor and partner, so companies stay and grow with Nuance. You can manage numerous customers at various stages of the customer lifecycle with ease. You also love understanding our omni-channel solutions and then working with customers on adopting and identifying new sales opportunities

This position is instrumental for the future success of Nuance Enterprise products and is supported by a variety of resources including:

• Executive leadership
• Pre-sale and post-sale technical support
• An award-winning array of solution capabilities
• Outstanding Delivery and Product Management resources
• Industry and subject matter experts


• Understand customer experience journeys and help customers maximize their business objectives and value through Nuance services
• Manage existing customer sales activities for Nuance Enterprise customers through strong relationship-building, product knowledge, planning, and execution
• Own the responsibility for monitoring and reporting on the customers’ satisfaction with Nuance solutions and services
• Maintain a strong understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs
• Drive adoption of Nuance services to meet customers’ business needs
• Develop and maintain long-term relationships with stakeholders in your account portfolio
• Identify risks to the customer achieving their stated business goals and work to resolve
• Partner with our Sales, Professional Services, Product Management and Operations teams to ensure customer success with Nuance
• Deliver customers successfully into the contract renewal process
• Monitor performance and identify trends in Nuance adoption and utilization and develop account strategies to meet revenue expectations
• Provide Account Team leadership on channel (multi-channel) account strategy

• Account and Revenue Management - Nurture, and protect relationships with existing clients and act as a client specialist to drive account and revenue growth by:

• Primary owner of day-to-day customer relationship
• Meet annual revenue quota for assigned accounts
• Partner with Account Executive (AE) to develop strategic account plans and execute tactical actions to support account growth
• Identify additional application opportunities resulting in revenue growth
• Drive adoption and growth of Enterprise products by partnering with our sales and professional services team
• Assist Account Executive (AE) in renewals
• Drive renewals for some accounts
• Monitor, report and manage the financial health of the client
• Contract oversight and governance (ROI, KPI, SLA)
• Facilitate internal executive business reviews

• Performance Management - Develop a trusted advisor relationship with customer executive sponsors and establish and oversee customer adoption and engagement of existing products and applications:
• Manage existing customer activity for Nuance’s Enterprise customers through strong relationship-building, product knowledge, planning and execution

• Provide knowledge transfer to customers on best practices to deliver measurable ROI
• Monitor and report on business objective achievements and performance KPIs
• Continually working with customer on strategy and improvements
• Provide thought leadership within account and partner with Account Executive to grow additional and new revenue streams within the account

• Customer Advocacy/Customer Satisfaction - Our customer’s satisfaction is our #1 key performance indicator of success. We place a significant emphasis on best in class services and operational management.

• Customer Advocacy Program/ CSAT Program Management – a true ‘voice of the customer’ iterative feedback process whereby our customers measure our performance against key business and operational objectives. Our desire is to measure and improve the customer experience, and their customer’s experience with Nuance solutions
• Lead and support the Executive Business Reviews (EBR/QBR) program presentations, business metrics reporting, monitor process, and lead performance analytics as needed
• Work closely with Nuance Sales, PS Technical & Network Services teams to jointly manage customer interactions/escalations
• Monitor responses, report results, and drive action plans from the Customer Satisfaction program (CSAT)
• Research and resolve customer business impacting issues

Requirements (Knowledge, Skills and Abilities):

• 12+ years professional experience preferably in a SaaS customer success or account management role
• Digital Solutions experience required
• IVR, Call Center experience preferred
• Knowledge of web technologies, SaaS, digital chat and e-commerce preferred
• Excellent oral and written communication skills, including the ability to make executive presentations and communicate technical ideas to non-technical audiences
• Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation, and revenue growth
• Comfortable working at all organizational levels under various circumstances
• Enjoys working closely with customers to ensure complete satisfaction
• Someone who thrives in a team environment and knows how to effectively leverage resources in a matrix management environment to drive business
• A real go-getter who takes the initiative to get things done
• Bachelor’s degree or equivalent experience
• 5+ years of customer-facing experience in a high-tech environment preferred
• Willingness to travel ~50% of the time to be onsite with customer
• 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.


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I recently rejoined Nuance because I love having the privilege of working with a diverse team of nice and talented individuals to drive customer satisfaction. Having the flexibility within my role to get stuff done while maintaining a good work-life balance. Martin General Manager
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