Nuance

Senior Production Account Manager

Location US-WA-Remote
Job ID
1-34691
Category
Professional Services - Software Development or Programming
Pos. Type
Full Time
Remote
Yes

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

The Production Account Manager plays a pivotal role in maintaining client satisfaction and loyalty through effective support, coordination and management of all account specific pre go-live operational readiness requirements & post launch sustainment of all production revenue generating products and services. The PAM is an escalation point of contact for the customer and liaison between the customer and internal technical departments to identify, analyze, research, and resolve inquiries on all aspects of the solution deployed for the client. The PAM must have experience in service and account management and work aggressively to build strong cross-functional teams whilst maintaining a high level of customer satisfaction. The PAM is measured through financial, client satisfaction and peer acknowledgement metrics

 

Responsibilities:

  • Service Management is the primary task associated with this role, in particular: 
    • SLA reporting
    • Continuous Improvement
    • Incident Management & Escalation
    • Root cause analysis
    • Change Management
  • Main interface between the client and internal technical departments.
  • Named senior resource to assist client in error resolution and escalation.
  • Provides client specific “application”, “solution” and product support expertise
  • Accountable for setting internal communication plans/methodology
  • Coordinate and manage internal and external client meetings
  • Manages contractual agreements and operational initiatives
  • Monthly billing and quarterly audits & reviews
  • Manages/forecasts budgets associated to the account
  • Client Satisfaction - Reference-ability reporting and QBR management
  • Builds department level relationship - continual needs assessment
  • Originates actions to improve existing conditions, processes and communication
  • Be the Voice of the Customer!

Qualifications:

 

Number of Years of Work Experience: 8+

 

  • You know how to be professionally assertive
  • You exhibit a strong sense of urgency and accountability
  • You are customer-centric to the core
  • Flexibility in hours of work, can work some overtime as required

Required Skills:

  • Minimum eight years of experience working in a technical customer support and/or service management role in a hosted environment
  • Experience with enterprise telephony; SIP, TDM, CTI etc.
  • Ability to effectively express ideas and thoughts verbally and in written form
  • Excellent customer facing skills exhibiting good listening skills and comprehension
  • Effectively keeps others adequately informed by presenting information to management, public groups, and/or boards of directors using the appropriate communication methods
  • Ability to define problems, collect data, establish facts and draw valid conclusions
  • Ability to solve practical problems in situations where only limited standardization exists
  • Builds professional/trusting client relationships.
  • Understands the client’s requirements and sets and manages client’s expectations.
  • Strong crisis management skills

Education: 

  • Degree in Computer Science, Information Technology, or Mathematics discipline
  • Or,
  • The equivalent of 8 or more years work experience in a highly technical customer service or development role 

Additional Information

Nuance Communication Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf . 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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