Senior Healthcare AI Customer Success Executive

As part of our Precision Imaging Network (PIN) team, you'll be working on our AI-powered cloud platform that delivers patient-specific data and insights from diagnostic imaging into clinical and administrative workflows across the healthcare ecosystem. The only network of its kind, PIN is built on proven diagnostic imaging solutions already trusted by 80 percent of radiologists. PIN promotes better clinical outcomes across the entire patient journey - from initial screening through follow-up care. With more than 10,000 connected healthcare facilities for image and data exchange, we deliver real-time patient-specific insights to help solve the most pressing issues in patient care. The Senior Healthcare AI Customer Success Executive is responsible for guiding the clients to successful outcomes in the use of their PIN solution. This role will work on maximizing customer adoption, utilization, and optimization of their diagnostic solutions as well as ongoing account management with high customer service and successful outcomes based on customer goals and metrics.
Responsibilities

• Meet with clients on a regular cadence, working toward measurable goals and outcomes
• Proactively manage customers to high adoption, utilization, optimization, and satisfaction
• Maintain databases and Salesforce.com with client information for sharing information with other Healthcare resources
• Responsible for contract renewals and lead generation for assigned customers
• Create continued process improvements
• Resolve customer's questions or guide them to the appropriate resource
• Provide tight integration with internal teams including Product Management, Marketing, Development, Sales, and Support
• Provide issue escalation and resolution tracking
• Build awareness in the marketplace, educate prospects, and meet or exceed assigned objectives by expanding Nuance's footprint across our clients
• Understand the solutions, train customers, and enable customer success
• Manages customer with executive relationship management aspects
• Manages new solutions with less mature methodologies
• Travel to customer sites or Nuance office as needed

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Experience

• 8+ years of experience in Healthcare Technology typically required
• Demonstrated record of healthcare customer/account management skills; Proven track record supporting and working with Sales, Product Management, Development, and Technical Support teams
• Clinical background and knowledge required
• Radiology/Imaging workflow experience and core understanding of common clinical workflows deployed in typical hospital
• Experience making presentations and providing communication to senior level executives
• Outstanding customer service, communication, presentation, and interpersonal skills
• Cloud solution knowledge
• Strategic planning in account relationship management
• Ability to handle and navigate complex high-level relationships
• Experience in the healthcare industry and engaging clinicians and IT leadership.
• CRM experience required, Salesforce.com experience

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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 celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy. If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.