Client Success Operations Analyst

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.

The Client Success Team is responsible for supporting clients purchasing nursing solutions with product training, implementation, integration, and test preparation delivery to achieve client centric outcomes. The team leads the success planning, onboarding, ongoing proactive and reactive client support, and the delivery of ATI NCLEX products. The Client Success team is accountable for delivering quality services that will lead to key business performance indicators for client success including, client satisfaction, product adoption and usage, NCLEX pass rate, institutional and student retention.

This is a remote position responsible for managing operational resources needed for the Client Success team to execute client support and process. Duties include overseeing process management tools, playbooks, technology tools, and KPI metrics. The position will ensure consistent processes are executed across the client success teams and key client success KPIs are achieved.

Responsibilities

• Drive operational efficiency through implementation of technology to support the client success teams with service delivery.
• Maintain technology needed to drive consistent processes for client success teams to execute that lead to product adoption and usage.
• Use data to manage metrics and key performance indicators for client success.
• Support Client Success special projects with technology and business expertise.
• Uphold professional communication and support for internal stakeholders, participating in the creation of innovative ideas for market demands, and managing technological improvements for operational efficiency.
• Drive processes that lead to adoption of training best practices and trends related to the client experience

Education & Experience

• Minimum of bachelor's degree in an Education, Healthcare, or Business-related field.
• Five years of experience in business operations or client success
• Proficient in technology tools platforms needed for Client Success Operations
• Experience in initiating, planning, and executing a wide variety of projects effectively and efficiently.

Skills & Abilities

• Understanding and proficiency with a variety of technology tools including, but not limited to Microsoft, excel coding, Gainsight, Tableau, Vimeo, ATI Academy, zoom, and custom-built platforms to support client success needs
• Understanding of ATI products with ability to coordinate/generate solutions for increased product usage based on data analytics.
• The ability to plan and manage projects involving resources and technology
• Professional communication skills written and verbal, in addition to demonstrating Ascend Values.
• The ability to identify, research, plan and implement changes to processes that need (require quality) improvement in a timely fashion.
• Ability to travel 3-4 times per year
• Ability to have a home-based office with high-speed internet access to work effectively
• Ability to commit extensive hours of operations asynchronously for the department
• Ability to commit 3-6 months to gain a working understanding of this position

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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