Customer Success Representative (Remote)

Ascend Learning is a national leader in data driven, online educational solutions for learners, educators and employers in high-growth, licensure-driven professions spanning healthcare, fitness and wellness, skilled trades, insurance, and financial services. We are passionate about accelerating learning while impacting job readiness, employment success and employee retention with the belief that our work changes lives.

Our culture is intentionally results-driven and selfless with a relentless focus on our customers. We believe in trust, transparency, freedom, and responsibility with a commitment to meritocracy, inclusion and diversity of thought. Continual investment in our over 1400 employees is also a core principle realized through ongoing professional development and providing opportunities to grow, develop and lead. Ascend Learning is headquartered in Burlington, MA with additional office locations and remote workers in cities across the U.S. and in the U.K.

National Healthcareer Association® (NHA) is a division of Ascend Learning. Our mission is to drive allied health professional excellence. We are committed to helping organizations employ quality professionals who, in turn, help improve the standard of patient care. Since 1989, NHA has awarded more than 1 million allied health certifications and credentials.

NHA is looking for a strategic, results-driven representatives to fill our roles in our newly formed Customer Success Channel. These individuals will work to engage, retain and empower NHA's customers to fully utilize our products and services to achieve their desired results. This role will report to the manager of the Customer Success Channel. Our Customer Success team serves as the primary contact for the onboarding of new customers, the training of platform end-users, as well as ongoing support to accelerate and encourage adoption.

In this role, you'll be responsible for ensuring sustainable, long-term customer success while maintaining a high-performing, results-driven team. In addition, you will work closely with leadership to drive company initiatives, as well as the vision, strategy, and roadmap for the future of Customer Success.

This role will:

Drive true value for NHA Customers -

o Be an expert on change management process and best practices

o Help customers receive value quickly by managing product implementation and onboarding; Drive additional value by encouraging deeper feature adoption

o Generate and share educational resources, trainings, and best practices

o Maintain a cadence of communicating with customers about their adoption trends, outlook and unearthing opportunity for deeper engagement

Define and Optimize the NHA Customer Journey -

o Define the process of connecting and mapping customer interactions across multiple touchpoints in order to direct or influence the end-to-end experience

o Define and clarify ownership of each part of the customer's journey

Work cross-functionally to drive customer success -

o Set the overall vision and strategic plan for the Customer Success team with specific focus on defining customer success, and the metrics used to measure customer health, usage and adoption

o Represent the voice of the customer to inform our sales process and product roadmap; providing feedback to other teams regarding product and service improvements

o Gather feedback from other departments, including Sales, Operations, Marketing and Product to ensure customer experience is continuously improving

o Create and foster a customer feedback loop to be shared company-wide; aiding to encourage a company-wide culture for Customer Success

o Oversee and distribute weekly, monthly and quarterly customer experience dashboards to the executive team

We Are Looking for Someone Who:

• Is a problem-solver, who takes pride in finding answers, helping customers
• Is results-oriented
• Can lead a webinar or training event
• Is committed to the development of others, possesses a teaching mentality
• Is autonomous, adapts to change quickly, and is strong at prioritization
• Possesses a deep desire to make customers successful and advocate on their behalf
• Has the ability to travel approximately 10%

Preferred Demonstrable Skills and Experience:

• Experience working within a team environment with proven record of delivering best in class service, hitting your goals and delivering key metrics and results
• Proven ability to develop, deliver and present trainings, partner education, and other presentations to both small and large groups either virtually or in-person
• Passion for building authentic relationships
• Expert communicator with outstanding written, verbal, conversational, and improvisational communication skills; with experience working and communicating effectively with all levels of management
• Strategic thinker who is self-motivated, decisive, adaptable, and experienced in change management
• Proven track-record of cross-functional alignment across departments
• Ability to use data to analyze results and make data-driven decisions to identify and implement new opportunities to drive customer success
• An analytical thinker who can use quantitative and qualitative feedback to create customer feedback loops and drive change
• Basic knowledge of CRM (Dynamics 365 a plus!), social media, as well as proficiency in Microsoft Office
• Bachelor's Degree in Business, Education, Marketing or related field

This position requires that the employee be fully vaccinated against COVID-19, unless an exemption has been granted by Ascend Learning for a religious, health-related or other legally mandated reason, which will be considered on a case-by-case basis in accordance with applicable law. Ascend will accept all COVID-19 vaccines that have been approved or authorized for Emergency Use Authorization by the US Food and Drug Administration (FDA) or COVID-19 vaccines recommended by the World Health Organization (WHO).

Individuals are considered "fully vaccinated" (1) two weeks after their second dose in a 2-dose series (such as Pfizer or Moderna vaccines); or (2) two weeks after a single-dose vaccine (such as Johnson & Johnson's Janssen vaccine). Ascend Learning's current policy also requires that individuals visiting our offices be fully vaccinated against COVID-19.

In line with our commitment to the safety and wellbeing of our employees, if we choose to interview you and you are fully vaccinated, we may invite you to interview in our office. If you are not fully vaccinated and we choose to interview you, we will arrange for a virtual interview.

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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