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Digital Program Manager

Location Agoura Hills, California

Company Overview:

Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in healthcare, telecommunications, automotive, financial services, retail, and more – to create stronger relationships and better experiences for their customers.

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:

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 performance analysis, communication with customers, and coordination of tasks and cross-functional team members.

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 Program Manager, Digital Program Optimization North America.

Responsibilities:

•Proactively identify additional Professional Services opportunities, working with the customer to define the customer’s Strategy, Roadmap and subsequently managing the activities to achieve the roadmap milestones
•Provide client support, strategic support & training support as needed.
•Directly report to the 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
•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

Qualifications

Number of Years of Work Experience: 5+

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
•Two or more years of experience managing people or a team.
•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
•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
•Experience leading geographically dispersed project teams
•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

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 

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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Pourquoi travailler chez Nuance?

Nos employés travaillent continuellement à repenser les interactions entre l’humain et la technologie. Joignez-vous à notre équipe et façonnez les technologies et l’innovation de l’avenir. Voici quelques témoignages d’employées parmi notre équipe globale. Cliquez sur leur profil pour en savoir plus.

  • Arvind K. R&D Pune, Inde
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    Arvind K. R&D Pune, Inde

    Innovation: Nuance, c’est comme une jeune pousse de 2 milliards de dollars. Il y a une multitude de choses que nous faisons pour la première fois, mais à une échelle gigantesque et avec une machinerie complexe.

    Notre organisation est de type matriciel : c’est difficile, mais très gratifiant de créer des collaborations avec des parties intéressées qui se trouvent à l’autre bout du monde.

    Incidence: il est stupéfiant de réaliser que quelque chose d’aussi simple que des logiciels a le pouvoir non seulement de changer des vies, mais bien de sauver des vies. Et enfin, pour paraphraser une citation non attribuée : il faut avoir un brin de folie pour travailler à Nuance, mais il faudrait être complètement fou pour travailler ailleurs.

  • Shauna D. Ressources humaines Burlington, États-Unis
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    Shauna D. Ressources humaines Burlington, États-Unis

    Notre équipe mondiale des RH est incroyablement collaborative et créative. L’environnement de travail de Nuance est diversifié et dynamique. Il vous offre des occasions de vous dépasser, mais tout en vous permettant de trouver un équilibre entre votre vie professionnelle et personnelle.

  • Vaidehi K. R&D Bengaluru, Inde
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    Vaidehi K. R&D Bengaluru, Inde

    « J’aime avoir l’occasion de travailler avec diverses équipes en soins de santé, et j’ai eu la chance d’établir de solides contacts au fil des ans. J’aime avoir constamment de nouveaux défis divers à relever, et de nouvelles choses à explorer et à connaître. »

  • Anja L. Ventes Aix-la-Chapelle, Allemagne
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    Anja L. Ventes Aix-la-Chapelle, Allemagne

    J’aime faire partie d’une équipe qui élabore des stratégies novatrices et qui crée des solutions pour les plus grandes entreprises du monde. Nous modifions la façon dont les gens interagissent avec la technologie qu’ils utilisent au jour le jour, leur voiture par exemple, et cela engendre des sentiments incroyables!

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    Avec plus de 13 500 employés et 45 bureaux aux quatre coins du monde, nous nous efforçons de créer un environnement de travail stimulant et collaboratif qui offre un excellent soutien.

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