Client Services Manager 2

Job ID
Customer Service / Support - All Openings
Pos. Type
Full Time

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



Position summary – Summary of major duties and general reporting structure in 2-3 sentences

This position will be the primary point-of-contact for a select portfolio of Nuance clients.  The Client Services Manager II 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 Services Manager II 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. This position does not have direct reports.


Principal duties and responsibilities – List of 6-12 essential responsibilities/duties of the position 

Serve as key point of contact for assigned client and act as the subject matter expert
Coordinate / project manage services and ensure delivery per contract
Project management of clients’ change management request (aka optimiziation), optimiziation, and support tickets
Identify needs and growth opportunities
Provide generalist technical support to client
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
Recurring client performance reporting (weekly, monthly, quarterly)
Ensure internal processes are understood and followed to enable client satisfaction, retention, growth, and profitability


Knowledge, skills and qualifications 

Education: 4-year college degree required, preferred focus in business or technology

Minimum years of work experience: 5+

Required skills:
The Client Services Manager II 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
This position requires the employee to apply knowledge 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
Knowledge of Microsoft Office, including 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

Preferred skills:
Three or more years of experience with technology consulting, eCommerce, Web Analytics, and/or project management role or experience within an operational group in Digital or Marketing is preferred
Previous SaaS client support
Experience with digital self-service
Project management experience and/or certification



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 available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5000 – Human Resources Department and let us know the nature of your request and your contact information.


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