Manager Client Success

Ascend Learning - Leawood, KS

Full-time - Manager

Remote - Leawood, KS

Management of Companies and Enterprises

About the position

The Client Success Manager at Ascend Learning is responsible for overseeing the onboarding and ongoing support of clients purchasing nursing solutions. This role focuses on ensuring client satisfaction and retention through effective training, implementation, and consultation services. The manager leads a team dedicated to delivering high-quality services and tracking key performance indicators related to client success, including product adoption and NCLEX pass rates.

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

Requirements

• 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).
• 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