Program Lead, Digital Engagement

AU-Melbourne | AU-Sydney
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

Summary: This position will be a primary responsible party for the APAC Digital Virtual Assistance (VA) service practice and work with the Regional Professional Services Leads to ensure customer success and drive growth in the Digital VA portfolio.


This person will be responsible for managing a team of APAC Digital Professional Services staff supporting client(s) in achieving their business objectives through leveraging Nuance’s software and services. This position will be a senior client relationship manager, working in unison with Regional PS peers and customer account teams, and having overall responsibility for ensuring optimal use of and best practice processes within the Digital VA business.


This position will act as client advocate for assigned relationships and a Nuance advocate with the client group. This position has direct reports. This position will work closely with the regional PS teams and sales to ensure deal and solution integrity and a coordinated and consistent roadmap for the customer.


  • Act as Nuance’s escalation contact between the assigned client(s), client group, and all Nuance departments to ensure programs requirements, solutions designs, implementation activities and service delivery successfully meet client business goals and objectives. Form and build working relationship necessary to meet client’s program requirements 
    • Interact with all departments to resolve client issues and opportunities to ensure a high level of customer satisfaction and on-going client growth
    • Continuously evaluate client programs and recommend improvement opportunities
    • Act as escalation contact and work with internal team to resolve critical issues
    • Advise the Client Success Team and Nuance senior management team, on a regular basis, of clients’ account status and related program development
    • Provide feedback, to internal departments, on Nuance progress in meeting contractual requirements and obtaining service parameters
    • Provide strategic and tactical account retention/growth planning as needed [Schwarz, Robert] , in conjunction with the Nuance sales team.
    • Manage and report on financial performance of client group
    • Attend business reviews on performance with the clients
  • Lead and manage a team of APAC Client Solution Designers, Consultants, Technical Leads and Analytics & Optimization Leads
    • Work with regional PS leads and customer facing Service Managers to ensure best practice, resolve issues, drive takeup , adoption and expansion
    • Work with the Regional PS leads to plan and coordiate resources, hiring, capability development inline with buseinss and market needs. 
    • Develop best practices for functional teams and Client Success Teams
    • Supervise and monitor performance of the team
    • Ensure direct reports are trained on their roles, utilize best practices, and perform to the quality standards of Nuance
    • Develop internal processes, that align with the overarching Digital Professional Services processes, and ensure internal processes are understood and followed to enable client satisfaction, retention, and growth
    • Actively participate in client planning and communication of strategic direction for all clients within Client Group
    • Coordinate with Digital Professional Services peers in other regions to ensure communication and adherence of best practices
    • Build an innovation culture that can understand and adapt to changing client situations
    • Be customer centric in all aspects of the role.
  • Manage key strategic clients and serve as subject matter expert for assigned client(s) 
  • Manage key strategic clients and serve as subject matter expert for assigned client(s) 
    • Project management of client specific requests and service delivery per contract
    • Contract administration (T&E authorizations, work orders, etc)
    • Provide generalist technical support to client
    • Manage and report on performance of the program (weekly, monthly, quarterly)
    • Attend business reviews on performance with the client
    • Provide strategic and tactical account retention/growth planning as needed
    • Continuously evaluate client program and recommend improvement opportunities
  • Be willing to travel with Australia and throughout APAC and Japan as required


Number of Years of Work Experience: 10


Required Skills:

• A 4-year college degree is required, preferably a degree in business or five years of relevant experience may be substituted for the 4-year college degree
• Five or more years of experience with technology consulting, eCommerce, and/or Web Analytics.
• Five or more years of project management experience in a professional service and/or consulting capacity
• Multi-lingual preferred.
• Five or more years of experience managing people or a team
• Superb communication skills (both written and oral), including group presentation skills
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Consistently demonstrates an ability to be adaptive, optimistic, creative, and passionate
• Self-starter willing to pitch in where needed
• Comfortable working in a fast-paced environment. Energized by working with and for a high performance team
• Knowledge of Microsoft Office and ability to communicate complex data and ideas through Microsoft PowerPoint presentations and other visual tools
• Experience with Internet software and Database software
• Experience with standard web analytics systems is preferred
• Must have a proven track record of managing complex client and business environments
• Proven capability in escalation and situation management
• Must be able to adapt to rapidly changing environments
• Must have experience in presenting to and communicating with CXO level clients.
• Demonstrate a track-record of building a successful team in a rapidly changing environment
• Able to manage and lead in a matrix management environment
• Has a track record and training in negotiation techniques.


Preferred Skills: Experience working in matrix organisations


Education: A 4-year college degree is required, preferably a degree in business or five years of relevant experience may be substituted for the 4-year college degree

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