Manager Client Success

Ascend Learning - Overland Park, KS

Full-time - Mid Level

Remote - Overland Park, KS

Management of Companies and Enterprises

About the position

The Client Success Manager at Ascend Learning is responsible for overseeing the onboarding of new clients and managing key performance indicators (KPIs) to ensure client retention and sales revenue targets are met. This role involves leading a team that provides product training and support to clients in the nursing education sector, ensuring they have the necessary resources to achieve successful outcomes. The position requires collaboration with various stakeholders and a focus on delivering high-quality services to enhance client satisfaction and product adoption.

Responsibilities

• Oversee client-centric onboarding of new clients and manage KPI metrics to mitigate risk and achieve client retention and sales revenue targets.
• Lead a team of product training specialists to support clients with product usage and integration for outcome achievement.
• Collaborate with internal and external stakeholders to plan and deliver a client-centric onboarding experience that includes product training and NCLEX services.
• Manage KPI metrics on student and institutional outcomes to identify clients at risk and develop mitigation strategies to reduce churn.
• Utilize client success technology platforms for effective management of client relationships and success metrics.
• Drive processes that lead to the adoption of training best practices and trends related to the client experience.

Requirements

• Master's degree in nursing required; Doctorate degree preferred.
• 5+ years' experience managing large cross-functional employee teams with a focus on achieving Sales and Client Success KPIs.
• 5+ years' experience in the healthcare or nursing education industry, with a preference for experience as nursing faculty in higher education.
• Proficient in technology tools and platforms needed for Client Success Operations.
• Expertise in the NCLEX test plan and nursing education industry, as well as understanding ATI Products.
• Strong leadership skills in mentoring teams, including nurse educators.
• Proficient in managing projects involving resources and technology, and skilled in client communication to drive revenue targets.

Nice-to-haves

• Experience with client success technology platforms such as CRM, Tableau, and Gainsight.
• Proficiency in Microsoft Office Products (Word, Excel, PowerPoint, Outlook).

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
• Community outreach groups
• Tuition reimbursement