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Client Services Manager (Conversational AI and Digital Solutions)

Apply Job ID 1-40241 Date posted 04/11/2019 Location Teddington, United Kingdom | Stockholm, Sweden

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 information they need using whatever channel they prefer.

Job Summary:

Summary: 

Exciting opportunity to join a dynamic International Enterprise Professional Services Team which works across client within Government, Finance, Telco and Retail here in the UK and across Europe.  This position of Client Services Manager (Conversational AI and Digital Solutions) will be responsible for helping clients to maximize the use of our software and services to enable the client to achieve their business objectives. This individual will take on the role of client relationship manager and serve as a general technical consultant.

This position will be tactically focused on ensuring delivery of client services and performing general support as needed by client. The Client Service Manager will work to understand our clients’ business, technical, and reporting requirements and to ensure that the solutions and services provided by Nuance meets the client’s objectives as well as Nuance’s contractual obligations.

NB  

  • This position does not have direct reports.
  • Once established in the role there will be the option to work remotely 2 to 3 days a week.

Responsibilities:

  • Serve as key point of contact for assigned Enterprise client(s) on digital solutions and Conversational AI
    • Act as the Client subject matter expert during launch
    • Post-launch, coordinate / project manage services and ensure delivery per contract
    • Project management of clients’ specific requests (change management request tickets and support tickets)
    • Contract administration (T&E authorizations, work orders, etc.)
    • Identify needs and growth opportunities
    • Provide generalist technical support to client(s)
    • Basic configuration of variables and program level settings
    • One-on-one training and user support for Agent interface, Administrative interface, and Portal reporting
    • Manage performance of the program
    • Develop actionable plans to balance client’s short/long range goals
    • Oversee metric-based success measurement
    • Manage and report on overall financial success of the program
    • Recurring client performance reporting (weekly, monthly, quarterly)
    • If applicable, review agent performance and provide goals or set incentives as needed
    • Ensure internal processes are understood and followed to enable client satisfaction, retention, growth, and profitability
    • Limited travel to client sites to manage client relationship and deliver performance results

Qualifications

Number of Years of Work Experience:8

Required Skills:

  • The Client Services Manager must have superb communication skills (both written and oral), including group presentation skills and is comfortable in interfacing with various levels of internal and external stakeholders, technical and nontechnical staff
  • Extensive experience in client-facing large-scale deliveries of cutting edge solutions incorporating AI and machine learning
  • Experience with delivering / running digital solutions for contact centers, such as live chat or virtual assistants
  • This position requires application of mathematics, statistics, and principles of finance to interpret data to determine actionable program improvements
  • Must have the ability to define problems, collect data, establish facts, and draw valid conclusions
  • Technical understanding of software development lifecycle, methodologies, and configuration management
  • Solid knowledge of Microsoft Office, including Visio, Word, Excel and the ability to communicate complex data and ideas through Microsoft PowerPoint presentations
  • Experience with Internet software and Database software
  • Experience with standard Web Analytics systems, Jira, and Confluence is a plus
  • Languages: Native or near native English.
  • Experience with standard Web Analytics systems, Jira, and Confluence is a plus
  • Comfortable working both independently and as part of a large and sometimes very international distributed team.
  • Willing to travel to customer sites within the UK and Europe.

Preferred Skills:

  • Native/near-native skills in another language
  • Experience with IVR, automated speech applications, natural language understanding
  • Experience with technology consulting, eCommerce, Web Analytics, and/or project management role or experience within an operational group is preferred
  • Previous SaaS client support
  • Experience with digital self-service
  • Project management experience and/or certification   

Education: Bachelor's Degree in Computer Science / Business Management or relevant commercial experience

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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