Manager of Client Success (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.

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.

The position reports to the Director of Client Success. This is a remote position responsible for overseeing client centric onboarding of new clients and follow through with KPI management to mitigate risk and achieve client retention. The role oversees a virtual and traveling product training specialist and implementation team that supports clients with product usage and integration and provides client support. 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.

Responsibilities

• Collaborate with internal and external stakeholders to plan the delivery of a client centric onboarding experience that includes product training, integration, and NCLEX services.
• Focus on KPI metrics on student and institutional outcomes to mitigate churn and risk to the business.
• Manages a team of domain experts delivering the onboarding and proactive ongoing experience for clients.
• Use data to manage metrics and key performance indicators for client success.
• Ensure the delivery of exceptional services for onboarding and ongoing client support.
• Utilize client success technology platforms for the management of clients.
• Uphold professional communication and support for internal and external stakeholders
• Drive processes that lead to adoption of training best practices and trends related to the client experience.
• Ability to strategize on creative strategies to meet a unique and varying group of clients.

Education & Experience

• Masters Degree in Nursing, Healthcare, or Business related field. Nursing strongly preferred.
• Five years of experience working in the nursing education industry. Working in higher education as nursing faculty strongly preferred.
• 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, custom built platforms
• Understanding of ATI products
• The ability to plan and manage projects involving resources and technology
• Professional communication skills: written and verbal
• The ability to identify, research, plan and implement changes to processes that are in need of improvement.
• Ability to travel 10-15% 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

Candidates should be aware that Ascend Learning currently maintains a policy requiring all employees to be fully vaccinated. Newly hired employees must be fully vaccinated by their start date. Ascend Learning is an equal opportunity employer and will provide a reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the Company to do so as provided under federal, state, and local law. Exceptions to the vaccine requirement may apply for employees living or working in Montana.

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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