• Customer Success Program Manager

    Location US-CA-Agoura Hills | US-WA-Seattle | US-NJ-Mahwah
    Job ID
    1-38963
    Category
    Customer Service / Support - All Openings
    Pos. Type
    Full Time
    Remote
    No
  • 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 successful candidate will have a background in SaaS Customer Success Management, business analysis, customer care delivery and a passion for delivering a great user experience. They need to have a technical background and be willing to roll up their sleeves to participate in development activities. Daily activities include web-based chat bot performance analysis, communication with customers, and coordination of tasks and staff members on multiple accounts.

    This position will be tactically focused on ensuring delivery of client services and performing general support as needed by client. The Digital Program 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. The position reports to the Sr Program Manager, Digital Program Optimization North America.

     

    Principal duties and responsibilities:

    • Proactively identify additional Professional Services opportunities, working with the customer to define the customer’s chat bot roadmap and subsequently managing the activities to achieve the roadmap milestones
    • Directly report to the Sr Program Manager, Digital Program Optimization North America and provide; client KPI reporting, client escalations, growth opportunities and risks, client roadmaps, etc.
    • Analysis of solution performance data to identify new opportunities supported by return on investment data and presenting meaningful business reports to customer to drive account growth.
    • Participate in dialog design initiatives based on data analysis and observations of end-user customer experience
    • Utilizing Nuance’s in-house content management tools to build dialog flows and implement reporting changes
    • Coordinate and manage internal and external client meetings
    • Ability to handle escalations and complaints from customers, and to drive appropriate handling from Nuance to address customer concerns

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

     

    Minimum years of work experience: 7+ Years

     

    Required skills: The Digital Program 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

    • Experience in delivering Managed Services/Customer Success for a SaaS company
    • Customer-facing experience, preferably in customer success or custom application delivery role
    • Experience with technical project management
    • Multi-project management; long-term relationship management; coordination of business experts, developers and testers; cross-functional collaboration
    • Experience with using an analytical approach to inform business/technical specifications and/or interface design
    • Excellent oral and written communications skills, including ability to make technical presentations
    • A general analytical approach to problems. An understanding of data sets and the ability to derive meaning from data.
    • Very detail-oriented and computer literate with proficiency in working with multiple desktop applications, including strong Excel skills, and ability to quickly learn in-house software
    • Proven ability to learn quickly
    • Consistently demonstrates an ability to be adaptive, optimistic, creative, and intense
    • Self-starter with proven organizational and problem-solving skills.
    • Ability to derive business benefits or improvement opportunities from analysis of technical data
    • Be able to work with a minimal amount of direction / supervision
    • Understanding system architecture, as well as the associated capabilities and limitations when designing applications
    • Self-motivated individual with a passion for excellence in Customer Care
    • 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:

    • Previous experience in supporting a digital solution; Chat, Chat Bots, AI Integration, Automatons
    • 5 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
    • Background or experience in psychology or human factors engineering, user experience design or product design
    • Previous SaaS &/Or P4P client support
    • 2+ years in a role involving defining problems, collecting data, establishing facts and drawing conclusions and presenting solutions
    • Extensive 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 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.

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