Manager Client Success at Ascend Learning, Inc. in Leawood, Kansas

Job Description:

We Impact Lives Through Purpose-Driven Work in A People First Culture

Ascend Learning is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data driven solutions across the lifecycle of learning.

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers.

We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more.

The Client Success Team is responsible for supporting clients purchasing nursing solutions with product training, implementation, integration, consultation, and test preparation delivery to achieve client centric outcomes. The team leads the success planning, onboarding, training, SaaS implementation, ongoing proactive and reactive client support, consulting services, and the delivery of nursing products for Ascend’s nursing brands: ATI, APEA and NursingCE. The CS team is accountable for delivering high quality services and subsequently capturing and tracking key business performance indicators to client success including client satisfaction, product adoption and usage, NCLEX pass rate, and institutional and client retention.

WHAT YOU'LL DO

The Client Success Manager is responsible for overseeing client centric onboarding of new clients and follow through with KPI management to mitigate risk and achieve client retention and sales revenue targets. The role oversees the product training specialist team that supports clients with product usage and integration for outcome achievement. The position will ensure clients have the resources they need to achieve outcomes. The team delivers website navigation, product feature training, ATI Champion training, live webinar delivery for onboarding and ongoing service.  The position works closely with domain expert nurse educators that manage support for our clients to achieve NCLEX success.   The position reports to the Director of Client Success.

WHERE YOU’LL WORK

This position will work remote from the United States and will require up to 20% travel.

HOW YOU’LL SPEND YOUR TIME

• Collaborate with internal and external stakeholders to plan the delivery of a client centric onboarding experience that includes product training, integration, and NCLEX services.


• Lead a team of domain experts delivering the onboarding and proactive ongoing experience for clients.


• Manage KPI metrics on student and institutional outcomes to identify clients at risk and plan mitigation strategies to reduce churn and risk to the business.


• Use data to manage metrics and key performance indicators for client success.


• Utilize client success technology platforms for the management of clients.


• Drive processes that lead to the adoption of training best practices and trends related to the client experience.


• Ability to strategize creative strategies to meet a unique and varied group of clients.

WHAT YOU'LL NEED

• Master’s degree in nursing required. Doctorate degree preferred.


• 5+ years’ experience managing large cross functional employee teams with achieving Sales and Client Success KPIs.


• 5+ years’ experience working in the healthcare or nursing education industry. Working in higher education as nursing faculty strongly preferred.


• Proficient in technology tools platforms needed for Client Success Operations.


• Expertise in the NCLEX test plan and the nursing education industry.


• Expertise with understanding ATI Products required.


• Skilled in sales and service client communication to drive revenue targets.


• Demonstrate strong leadership skills in mentoring teams including nurse educators.


• Proficient in technology websites to manage client lifecycle: ATI, Faculty Portal, Moodle, SharePoint, CRM, Tableau, Gainsight.


• The ability to manage projects involving resources and technology.


• Proficient with Microsoft Office Products (Word, Excel, Power Point, Outlook).


• The ability to travel is up to 20% throughout the year.


• Ability to have a home-based office with high-speed internet access to work effectively.

BENEFITS

• Flexible and generous paid time off


• Competitive medical, dental, vision and life insurance


• 401(k) employer matching program


• Parental leave


• Wellness resources


• Charitable matching program


• Hybrid work


• On-site workout facilities (Leawood, Gilbert, Burlington)


• Community outreach groups


• Tuition reimbursement

Fostering A Sense of Belonging

We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.

About Ascend Learning

As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. Headquartered in Burlington, MA with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2023 Greatest Workplaces for Diversity.

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

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