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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | BPO / Call Center |
| Functional Area | Sales / BDGeneral / Other Software |
| EmploymentType | Full-time |
Customer Success Specialist (CSS) is the primary customer contact for Nuance products and services and is responsible for creating a wow customer experience. Each CSS is responsible for multiple customer accounts. The CSS will be responsible for day- to- day customer success activities spanning from the initial stages of implementation to continued engagement and retention. The CSS will have an in- depth understanding of each customers overall business requirements and act as a consultant to determine how the various Nuance solutions and features can meet their needs. CSSs maximize the client s return on investment in Nuance products and services, drive usage, increase reference- ability and broaden upsell/cross- sell opportunities. The CSS will also partner with other internal teams on initiatives that address customer needs.
Responsibilities Duties:
Create value for customers by ensuring they clearly define business outcomes and then build a success plan with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them. Be accountable to drive efficient usage of Nuance products and services within customers by driving the creation and execution of a thorough and action- oriented Adoption Plan. Build, maintain and leverage relationships within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on Nuance s behalf. Demonstrate advanced insights and understanding of customer s business/industry and challenge appropriately the way a customer views both their business and processes. Build/maintain rapid channel of communication to customer in case of service- related issues and events. Orchestrate and gain strong buy- in with multiple external and internal teams and be highly connected to Nuance s SMEs throughout the customer s lifecycle. Qualifications
Education:Bachelors degree, preferably in Business/Finance.
Years of Experience: 5+
Required Skills:
Strong communication and presentation (soft) skills that establish Trusted Advisor relationships with clients. Proficiency in Word, Excel, and PPT. Strong analytical skills to review complex data and understand the trends. Minimum of 4 years of experience in customer relations and consulting in Healthcare industry. Project Management experience is an advantage. Proven ability to map the customer s business process to product capability. Demonstrates a strong sense of customer service with the ability to identify customer needs and expectations; respond in a timely and effective manner. Demonstrated ability to use storytelling and customer evidence to connect technology to customer s business processes and desired business outcomes. Deep understanding of SaaS customer engagement. Top- notch executive engagement skills with an ability to establish strong relationships with business decision makers. Strong organizational/time management skills and the ability to manage multiple projects simultaneously. Demonstrated ability to manage complex projects, align resources and manage to measurable business and technology outcomes. Cultural awareness and appreciation for diversity.
,Keyskills :
return on investmentmanage complex projects strong analytical skillsinside sales customer servicebusiness process customer contac