Address A Moving Experience.
The main responsibilities will be (however will not be limited to):
Remove technical barriers, resolves issues within and between various functional groups:
- Drive end-to-end technical solutions with different stakeholders that will help/support drive customer adoption of Cerence next generation AI services. (“Drive the way forward”)
- Ensure technical solution is sound, align Professional Services teams and/or customer to Cerence Cloud Solution. Proactively assist internal Cerence teams and/or customers with technical issues that may arise.
- Identify and provide timely workarounds/solutions to meet a customer's business needs. Troubleshoot and perform root cause analysis as required by engaging the appropriate non-technical/technical stakeholders.
Deliver project outcomes on-time and on-budget:
- Deliver Cerence Cloud Services solutions as per SOW/Scope/Commitments. For out of scope requirements: ensure the change management process (CR) is followed, with proper business justification and approval by the project stakeholders.
- Planning, managing, and reporting on software development project (if/when applicable).
- Proactively manage the project to prevent executive escalation as much as possible. Ensure action plans can address customer reported issues and maintain clear communication and alignment with all project stakeholders.
- Proactively monitor defect backlog, initiate escalation as required with the appropriate stakeholders.
- Looks after the customer's interests and addresses any potential roadblocks or misunderstandings before they become major obstacles.
Proactively manage ongoing service to ensure repeat business from customer:
- Continued support for ongoing service;
- Trusted Advisor that ensure issues and concerns are addressed appropriately and within a timely manner.
- Proactively manage and resolve customer issues: Defect management, Post Incident root cause analysis reports)
- Prepare and deliver customer monthly service reviews covering volume, performance and issues (Capacity Forecast)
- Manage and provide timely customer communications related to cloud changes in the customer environments.
- Advance notice to customers for potential breaking changes: TLS protocol/security updates.
- Advance notice to customers (if/when applicable) for major cloud upgrades.
- Manage relationships with internal & external stakeholders to ensure customer satisfaction with ongoing cloud service.
To succeed in this role incumbent must have these qualifications/requirements:
- Bachelor’s degree in engineering, Computer Science, Mathematics or related field.
- +5 years of technical/engineering project management in the Software industry, experience with cloud computing projects (LLM, GenerativeAI) is a plus.
- +2 years of managing customer facing projects (from signed contract to deliverables and sign off)
- Excellent verbal and written communications skills in English.
- Self-motivated with attention to detail and exceptional organizational skills with the ability to balance immediate and longer-term tasks and requirements.
- Results-oriented and excellent at problem-solving.
- Excellent at influencing and negotiating. Strong presentation skills, ability to cater message depending on the audience.
- Experience coordinating dynamic projects with geographically dispersed teams.
- Experience with agile SW development methods.
- Proficient in Atlassian agile tools (Jira, Confluence ), MS-Office (Excel, Power Point, Word), MS-Outlook, MS-Teams.
Preferred Skills:
- PMP certification or other Project management training.
- Technical knowledge: Natural language processing, Large Language Models (LLM), Generative AI.
- Product Owner or Scrum Master certification or other agile SW development training.
Cerence Inc. (Nasdaq: CRNC and
www.cerence.com
) is the global industry leader in creating unique, moving experiences for the automotive world. Spun out from Nuance in October 2019, Cerence is a new, independent company that has quickly gained traction as a leader in the automotive voice assistant space, working with all of the world’s leading automakers – from Ford and Fiat Chrysler to Daimler, Audi and BMW to Geely and SAIC – to transform how a car feels, responds and learns. Its track record is built on more than 20 years of industry experience and leadership and more than 325 million cars on the road today across more than 70 languages. As Cerence looks to the future and continues an ambitious growth agenda, we need someone to join the team and help build the future of voice and AI in cars. This is an exciting opportunity to join Cerence’s passionate, dedicated, global team and be a part of meaningful innovation in a rapidly growing industry.
EQUAL OPPORTUNITY EMPLOYER
Cerence is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, gender identity, gender expression, sex, sex stereotyping, pregnancy, national origin, ancestry, religion, physical or mental disability, medical condition, marital status, citizenship status, sexual orientation, protected military or veteran status, genetic information and other protected classifications. Cerence Equal Employment Opportunity Policy Statement.
All prospective and current Employees need to remain vigilant when it comes to executing security policies in the workplace. This includes:
Following workplace security protocols and training programs to familiarize with the ways to maintain a safe workplace.- Following security procedures to report any suspicious activity.
- Having respect for corporate security procedures to allow those procedures to be effective.
- Adhering to company's compliance and regulations.
- Encouraging to follow a zero tolerance for workplace violence.
- Basic knowledge of information security and data privacy requirements (e.g., how to protect data & how to be handling this data).
- Demonstrative knowledge of information security through internal training programs.
