• Manage key client base; responsible for assisting in growing Nuance’s solutions• Consult with clients on the technical aspects of software capabilities and develop solution roadmaps• Work with Sales Executives, Product Management, Professional Services, Finance, and Legal on technical aspects of proposals for professional services, and statements of work for applications and technology integration based on preliminary customer/partner requirements• Work with Sales and PS Teams to provide accurate work estimates and price quotes for engagements• Work with Sales, Professional Services, Product Management, and customers as necessary, to determine innovative approaches for "non-standard" implementations• Maintain communication at all levels internally as well as with customers/partners, ensuring the proper and timely flow of solution and technical information• Collaborate with sales and marketing teams in making sales presentations by sharing accurate technical information that describes the technology behind how Nuance products work. This often includes conducting product demonstrations for customers/partners• Provide input into product and research direction by establishing technical requirements, sharing market feedback with product management, and providing feedback on product roadmaps and release definitions• Maintain a deep and ongoing understanding of technology, including the user interface, integration methods, business rules, and limitations of the technology• Project scoping: Experience responding to Requests for Information (RFI) and Requests for Proposals (RFP), providing input on scope and estimate resources and prove quotes for the project’s technical requirements• Understand the account from an organizational, financial and product standpoint. Ability to clearly outline and develop business cases. Prepares well for sales meetings, has data readily available, and immediately follows up on open issues/concerns

• Oversee the Principal Analysts team (3 managers and 5 direct employees) in additional to managing escalated accounts• Head up various technical support projects/programs are needed• Ensure timely resolution of complex and escalated technical issues• Communicate with clients and customers on escalations• Lead the team to achieve KPI targets including regular CSAT achievement reviews, SLA/SLO adherence, employee development and creating processes to position team for success• Set standards for the team to maintain high level of product knowledge and expertise using regular individual knowledge assessment, assessment of documentation requirements, regular assessments of knowledge base requirements• Manage high visibility client and partners escalations• Foster a work culture that resulted in high team retention• Coordinate training opportunities for the team and individuals