Vice President - Customer Success (International Healthcare)

Job content

We are currently looking for a VP of Customer Success - Healthcare International. This position reports to the SVP of CSO and Operations for Healthcare with dotted line to the SVP and GM of International. This person will be the operational leader for all markets outside of N America and accountable to the GM for delivering outcomes and a single experience in all priority markets. This is a exciting time for Nuance as a Microsoft company.

Job Location: Europe

Mission

Lead our International Healthcare CSO organization (Project Office, Consulting services, technical support, and customer management) in a time of hyper growth, international expansion and ensure the successful conversion of existing and new customers to the cloud:

Drive Customer Success Outcomes

• Increase renewal rates and reduce churn
• Expand our revenue in accounts through cross-sell and up-sell
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability
• Shape our product offering to support the above outcomes
  

Lead our world-class Customer Success Team

• Manage and develop experienced leaders for each functional role and build up global CS organization
• Attract high potential individual contributors into team
• Create rapid onboarding process for new team members
• Foster collaboration within team and across customer lifecycle
• Encourage continuous learning within team
  

Measure Effectiveness of Customer Success

• Define operational metrics for team
• Establish system for tracking metrics
• Create cadence for review within team
• Expose subset of metrics to executive team, company and board
  

Drive definition and optimization of Customer Lifecycle

• Map customer journey
• Develop listening points in the journey (e.g., usage, satisfaction, etc.)
• Standardize interventions for each point in journey
• Define segmentation of customer base and varying strategies
• Identify opportunities for continuous improvement
• Learn from best practices in industry
  

Enhance Effectiveness and Efficiency (Through Technology)

• Support your team leads in standardizing processes
• Introduce new technology and make better use of existing one, e.g. regarding support system, customer marketing software and reference and advocacy solutions and Customer Success Management platform
  

Support your team leads in managing Customer Success Activities

• Onboarding
• Training
• Professional Services
• Customer Success Management
• Renewals
• Advocacy
  

Inspire Customer Success Across Company

• Align with Marketing around marketing to existing clients
• Align with Product around driving product roadmap
• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Align with Executive Team around key metrics and objectives
  

Requirements

• 10+ years of management experience in leading customer-facing organizations ideally in a fast growth phase
• 5+ years experience leading customer success managers or account management. Professional services experience is a plus.
• 2+ years experience leading managers of teams in a SaaS or subscription enterprise software company is a plus
• Healthcare industry background
• Proven experience leading teams, driving up and cross sales, driving adoption and leveraging customer success best practices
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Deep knowledge of customer success metrics
• Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies is a plus
• Possess a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Willing and able to address escalated client issues with speed and urgency
• Fluent in English
• French or German language skills is desirable.
  

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.