Fast Facts

Ascend Learning seeks a Senior Director of Client Success to lead a regional team, managing client success initiatives, KPIs, and retention strategies to drive revenue growth in the nursing education sector.

Responsibilities: Oversee implementation of client success plans including onboarding and training, manage KPIs, mitigate client risks, and ensure a positive client experience that drives renewals and upsells.

Skills: Strong leadership skills, expertise in nursing education, proficiency in technology and client success operations, and excellent communication abilities are required.

Qualifications: Master's degree in nursing or healthcare is required; a Doctorate is preferred. At least 10 years of experience in nursing academia and managing large teams is expected.

Location: Remote within the United States, with a preference for candidates in Leawood, Kansas.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $120,000 - $180,000.

We Impact Lives Through Purpose-Driven Work in A People First Culture 

Ascend Learning is the connection between a powerful portfolio of brands serving students, educators, and employers with outcomes-based, data driven solutions across the lifecycle of learning. 

Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. 

We're always looking for talented, passionate professionals to join us in our mission to help change lives. If this sounds like an environment where you'd thrive, read on to learn more. 

Ascend Learning leads the way in innovation and solution creation to improve outcomes and deliver results for students, educators, and healthcare workers in the ever-changing field of healthcare. We offer advanced resources that drive nursing success, empower front-line certified allied health workers, help physicians pass boards and stay current, and provide education management tools for medical education programs. 

Ascend Learning’s Nursing Segment is fueled by a commitment to excellence in nursing education. Our nursing brands — ATI, APEA, and NursingCE — offer evidence-based solutions designed to develop practice-ready nurses who are prepared for board certification and clinical practice. We use data analytics and engaging learning tools to help nursing students master core content. And we provide nursing education programs and professionals with best-in-class support and expertise from some of the sharpest minds in nursing education. We aid nurse educators in understanding students’ comprehension based on nearly two decades of data — including more than 12 million proctored assessments — that detail student learning and performance. The result is customers who are confident in the advice and guidance we provide with our quality-focused assessments and positive outcomes. 

WHAT YOU'LL DO  

As a Senior Director of Client Success, you will lead a large, regional, cross-functional team in implementing expert client success plans that include onboarding implementation, product training, integration, and consulting services. You will be responsible for managing Client KPIs, mitigating risks, and ensuring retention to drive sales upselling and renewals, thereby achieving revenue targets. You will oversee a team in delivering an ongoing client experience that results in high client satisfaction, outcomes, and successful client-centric results. You will facilitate the identification, analysis, and proactive planning to retain at-risk clients. You will lead a cross-functional team in implementing a proactive client success plan that ensures ease of use of ATI products and responds to on-demand client needs and requests. You will work collaboratively with other ATI leaders in Marketing, Sales, Product, and Operations. 

WHERE YOU’LL WORK  

This position offers flexibility of remote work within the United States.  

HOW YOU’LL SPEND YOUR TIME 

• Manage a large regional team of domain experts delivering onboarding and proactive ongoing experience for clients. Support the client lifecycle in leading to sales upsells, renewals and client retention.  
• Deliver KPI metrics on student and institutional outcomes to mitigate churn and risk to the business and achieve sales financial goals.  
• Collaborate with internal and external stakeholders to plan the delivery of a client centric onboarding experience that includes product training, integration, and NCLEX services.  
• Analyze data and reports to identify institutional trends needed in managing the client experience and lead to strong client retention. 
• Maintain deep knowledge and understanding of the nursing education industry, NCLEX, and client outcomes.  
• Maintain expert knowledge of the ATI partnership and bundled packages to implement successful plans that promote the achievement of student and programmatic outcomes for institutional clients.  
• Oversee multiple support roles in the execution of complex implementation plans for ATI clients with a continuous eye towards service optimization and outcome improvement.  
• Present as industry leader with a strong professional demeaner to clients and cross functional team members. 

WHAT YOU'LL NEED 

• Master's degree in nursing, Healthcare, or Business-related fields required. Doctorate degree preferred. 
• 10+ years of people management and industry experience with Nursing Academia and Client Success 
• 5+ years of experience in managing large cross functional employee teams with achieving Sales and Client Success KPIs. 
• 5+ years of experience teaching in the academic nursing education industry. Ascend Learning Experience Preferred. 
• 5+ Experience in initiating, planning, and executing a wide variety of projects effectively and efficiently. 
• 5+ years’ experience working in leadership roles in Academia including Curriculum Development and the Nursing accreditation process. 
• Proficiency in technology tools platforms needed for Client Success Operations 
• Proficiency with using ATI Products 
• Strong business and professional acumen, with expertise in sales and client success processes to drive revenue targets. 
• Demonstrated leadership skills in mentoring teams, including Nurse Educators, and managing multiple support roles and client accounts. 
• Skilled in sales and service client communication, with professional written and verbal communication abilities. 
• Proficient in using technology platforms such as Faculty Portal, Moodle, SharePoint, CRM, Tableau, and Gainsight to manage the client lifecycle, along with competency in ATI products. 
• Strong independent work skills, capable of being self-directed in a remote setting. 
• Proficiency in Microsoft Office Products (Word, Excel, PowerPoint, Outlook). 
• Ability to manage projects involving resources and technology, while maintaining flexibility to work extended hours and weekends as needed. 
• Must be able to stand and sit for long periods of time, with the ability to maintain a home-based office equipped with high-speed internet access. 
• Proven ability to work effectively in a remote setting, demonstrating self-direction and initiative. 
• Willing to travel up to 10%. 

 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 

Fostering A Sense of Belonging 

We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.  

About Ascend Learning 

As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. Headquartered in Burlington, MA with additional office locations and hybrid and remote workers in cities across the U.S., Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America's 2023 Greatest Workplaces for Diversity. 

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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