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Nuance Technical Account Manager in Burlington, Massachusetts

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.

Position summary:

The Technical Account Manager owns the overall technical relationship for our Connected Services customers from onboarding through post-launch support. Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services. Ensure best practices are being followed for all deployments, and work with internal and external teams to ensure customer's SaaS implementation is deployed successfully. The position reports directly to the manager of the Technical Account Management team and up through the Connected Professional Services team.

Principal duties and responsibilities:

Work closely with customers, providing guidance on customer development and integration efforts in our hosted environment

Participate in the discovery and documentation of speech technology requirements with leading-edge companies

Map system requirements into solutions leveraging existing core technologies and identifying components that require development

Track and report on development, deployment and ongoing operation schedules

Distill and communicate complex technical issue information between product, services and customer teams

Provide executive visibility into solution performance and operations

Analyze customers' needs and suggest upgrades or additional features to meet their requirements

Liaise with sales to win new business and increase revenue

Identify solutions to reduce support costs

Manage and develop strategic customer relationships

Design, document, and manage internal processes across multi-functional groups

Occasional travel to customer sites is required

Perform tasks related to securing and keeping the products, tools, and processes that you are responsible for securing

Knowledge, skills and qualifications –

Education: BS in Computer Science or equivalent experience is preferred

Minimum years of work experience: 6-10

Required skills:

Minimum 5 years of project management and system engineering experience

Recent experience cloud architectures

Excellent communication skills

Excellent judgment and problem solving skills

Previous experience providing technical leadership in a multidisciplinary environment

Broad knowledge of many technologies and a passion to learn new ones

Proven track record in a Professional Services capacity working directly with external clients

Experience in interfacing with cross-functional teams

English fluency

Preferred skills:

Spanish fluency strongly preferred

Experience with cloud processes such as capacity forecasting and incident management is preferred

Experience with data analytics is preferred

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.

ID: 1-41896

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