In the Customer Success Organization in Nuance Healthcare, the Dragon Ambient eXperience (DAX) Customer Success Analyst plays an integral role within the Account Management team as a deep subject matter expert in driving utilization and adoption of the hosted DAX solution. They are responsible for guiding our providers to successful outcomes in the use of their DAX 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. They will engage directly with our DAX providers to help give insights and recommendations around product adoption best practices.
Core objectives include maximizing adoption, utilization, and optimization for our DAX customers. The DAX Customer Success Analyst will also be responsible for creating detailed, actionable plans to drive customer adoption. They will work closely with their Account Management counterparts and the Customer Success Organization to execute the account adoption plans, driving measurable improvement in customers as it relates to their DAX solution. They will be expected to provide coaching directly to providers, including Provider Champions, on Adoption Best Practices. They will also contribute insights on and input to Adoption-focused training for DAX Outreach Executives and Customer Success Executives.
Roles and Responsibility

• Proactively manage DAX providers to high adoption, utilization, optimization, and satisfaction
• Identify adoption blockers and track escalation and resolution processes
• Provide customer education on DAX Best Practices to support utilization and adoption by bringing deep understanding of both the clinical setting and the DAX solution as part of the clinical workflow
• Support customer change management by creating deeper awareness of DAX workflow benefits and optimization practices
• 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
• Product feedback loop: workflow needs, provider experience insights, specialty or encounter type trends, etc.
• Operational Feedback Loop: note quality insights, provider fit and specialty patterns, churn risk identification
• 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
• 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.
• Travel to customer facility as part of the strategic engagement process.

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:

• A strong commitment to client satisfaction at all levels
• Strong understanding of customer needs, incl. clinical workflow insights and ability to understand providers needs and influence and motivate behavior
• Strong analytical skills using Excel and a Business Intelligence tool (PowerBI, Tableau)
• Communication: Excellent verbal and written skills, ability to present information to multiple levels of employees (including Senior or Executive Management).
• Process Improvement: Ability to work within various teams to partner on solutions that are mutually beneficial.
• Time & Priority Management Skills: Very strong time/priority management skills. Proven ability to work well in a fast-paced environment, with the ability to adjust to changing priorities.
• Accountability: Fully accountable and helps drives an internal culture of accountability.
• Collaboration: Ability to inspire, collaborate with, influence, across large distributed teams with diverse skills. Collaborative and highly communicative, including all internal functions dependent on CSO.
• Clinical background and experience strongly preferred

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