Nuance

Customer Service - Salesforce Service Cloud- Platform Strategy Leader

Location US-MA-Burlington | US-FL-Melbourne
Job ID
1-35740
Category
Information Technology - 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 Healthcare team...caring for clinicians the way they care for patients. Beyond words. We create technology that lets clinicians capture and document care quickly and easily, so they can focus their attention on their patients.

Job Summary

Are you a rock-star Salesforce implementation or change management consultant that’s getting tired of living out of a suitcase helping companies successfully deploy Service Cloud?  Or are you a senior business-minded Salesforce leader/administrator looking to take your career to the next level as a key leader in the transformation of a $1B organization using your Salesforce expertise and proven skills?   If so, this opportunity may be for you.

Nuance Healthcare is a $1B division within Nuance.  As part of our ongoing efforts to modernize systems and improve the way we interact with our customers, we have recently consolidated our customer support systems onto Salesforce Service Cloud.   The Customer Service Platform Strategy Leader is the business owner for Service Cloud with a focus on strategy, governance and adoption.  The scope of this key position will expand to other service-related technologies (eg., professional services) as we implement additional modules.

 

Responsibilities: 

  • Develop strategy and manage the product roadmap for our customer service platform – with an ongoing focus on improving the end-to-end customer experience
  • Drive ongoing adoption of Service Cloud to improve operational efficiency and effectiveness of our customer support teams
  • Assess and lead efforts to expand capabilities by adding new technologies/modules to the platform
  • Partner with internal stakeholders and ensure alignment between the business community and the technology (Corporate IT) organization
  • Establish, enforce, and evolve overall system and data governance policies as the organization matures
  • Drive innovation thru the use of the customer service platform and facilitate experimentation and pilots that transform how we do business

Education: Minimum BS/BA degree

Minimum years of work experience: 10+

 

Required skills:

  • Hands-on leader with strong functional knowledge with at least 5 years of proven experience implementing and/or managing Salesforce Service Cloud
  • Demonstrated experience leading transformation and/or change management programs
  • Dynamic and effective communicator (verbal, written, presentation) with demonstrated ability to gain support across a broad spectrum of business stakeholders
  • Outstanding relationship management and influencing capabilities
  • Highly developed business acumen with the ability to recognize opportunities and capitalize on them Customer-in focus (vs internal focus) with a genuine passion for improving the end-to-end customer experience
  • Mentor and develop direct staff
  • Able to travel up to 20% domestically

 

Preferred skills:

  • Multiple successful implementations of Salesforce Service Cloud either in a consulting role or operating role
  • Salesforce certifications in Service Cloud and System Administration
  • Prior operational management experience in either a Customer Support or Professional Services capacity
  • Experience implementing a PSA tool (eg., Financial Force) in a Salesforce environment Experience working in a multi-national company and/or matrixed operating environment

 

 

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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