Adoption Specialist

Company Details

Nuance

In the Customer Success Organization in Nuance Healthcare, the Adoption Specialist plays an integral role within the Account Management team as a deep subject matter expert in driving utilization and adoption of the hosted Dragon Medical solution. They are responsible for guiding our clients to successful outcomes in the use of their Dragon Medical One solution by creating customized adoption assistance plans, based on a thorough analysis of the customer’s solution analytics, as well as an in-depth evaluation of their operating environment and clinical workflows.
The Adoption Specialist will engage directly with our healthcare clients to provide insights and recommendations around Adoption best practices. Core objectives include maximizing adoption, utilization, and optimization for our Dragon Medical One customers. The Adoption Specialist will also be responsible for creating detailed, actionable account adoption plans to drive customer adoption.
They will work closely with their Account Management counterparts and cross-functional partners across the Customer Success Organization to execute account adoption plans, driving measurable improvements in customer KPIs as it relates to their Dragon Medical One (DMO) solution. They will be expected to provide coaching to key customer stakeholders, including CMIOs, Provider Champions, and training leads, on Adoption Best Practices. They will also contribute insights on and input to Adoption-focused training for Customer Success Executives and Customer Success Specialists. The Adoption Specialist role will report directly to the Vice President, Account Management & Enablement.
Principal Responsibilities
  • Proactively manage customers to high adoption, utilization, optimization and satisfaction
  • Monitor end user adoption & utilization metrics and suggest best approach to improve KPIs
  • Provide customer education on Dragon Medical One Best Practices to support utilization and adoption by bringing deep understanding of both the clinical setting and the Dragon Medical One solution as part of the clinical workflow
  • Support customer change management by creating deeper awareness of Dragon Medical One workflow benefits and optimization practices
  • Communicate with key customer stakeholders: evangelizing Dragon Medical One solution and driving change management programs in support of adoption and optimization efforts
  • Meet with Account Management teams on a regular cadence to provide updates on strategic Adoption activities
  • Maintain detailed tracking of Adoption intervention engagements and associated outcomes
  • Provide input to continuous improvement in our Best Practices around adoption and optimization
  • Act as subject matter expert for internal teams for Adoption and Optimization practices for Dragon Medical One
  • Close collaboration with internal teams on end-to-end Adoption Best Practices across the Customer Life Cycle: Consulting Services, Technical Services, Technical Support, Product Management, Marketing, Dev, Sales and Support
  • Adoption blocker issue escalation and resolution tracking
  • Travel to customer facility as part of the strategic engagement process.
  • Collaborate with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty.
Qualifications
  • Education: Bachelor’s Degree or equivalent experience preferred
  • 5+ years’ experience in Clinical setting
  • 5+ years’ experience in Healthcare IT delivery and services execution
Required Skills
  • Strong commitment to client satisfaction at all levels
  • Ability to handle executive relationships and navigate some political complexities
  • Ability to appropriately and effectively handle conversations or topics that are highly confidential in nature. Exercises integrity and sound judgment in complex and sensitive situations.
  • Strong understanding of customer needs, incl. clinical workflow insights
  • Proven ability to work well in a fast-paced environment, with the ability to adjust to changing priorities.
  • Excellent verbal and written skills with the ability to present information to multiple levels of employees (including Senior or Executive Management).
  • Ability to work within various teams to partner on solutions that are mutually beneficial.
  • Fully accountable and helps drives an internal culture of accountability
  • Ability to inspire, collaborate with, influence, across large, distributed teams with diverse skills. Collaborative and highly communicative, including all internal functions dependent on Customer Success Organization (CSO).
Preferred Skills
  • Healthcare Industry Expertise, Product Management, Agile Methodology, Kaizen or other CSI
  • Ideally Dragon Medical One (DMO) 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.

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