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.

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, training, SaaS implementation, ongoing proactive and reactive client support, and the delivery of nursing products for Ascends nursing brands: ATI, APEA and NursingCE. The CS team is accountable for delivering high quality services and subsequently capturing and tracking key business performance indicators to client success including, client satisfaction, product adoption and usage, NCLEX pass rate, and institutional and student retention.

WHAT YOU'LL DO

The Senior Client Success Operations Manager role leads operational processes across Ascend Nursing for all Client Success teams ensuring teams have the resources and processes needed to consistently execute and support customers with efficiency and outcome achievement. Responsibilities include leading strategy for hiring, training, staffing, scheduling, event management, playbooks, processes, handbooks, back-office technology system management, time tracking, payroll, and KPI metric tracking. The role will need to synthesize inputs and outputs from supply and demand including number, location, and type of reviews with skills set and location of FT and PT educators to staff reviews. Foresee upcoming staffing and scheduling needs from reviews sold to hiring plan to ensure adequate staffing pipeline. The role requires overseeing a team of PT educators.

WHERE YOU’LL WORK

This position will work remote in the United States and will require up to 10% travel.

HOW YOU’LL SPEND YOUR TIME

• Creating and managing operational processes across Nursing Client Success teams including hiring, training, staffing, scheduling, event management, playbooks, processes, handbooks, back-office system management, time tracking, payroll, and KPI metric tracking.
• Overseeing staffing and scheduling of reviews to ensure product delivery for undergraduate and graduate nursing.
• Leading strategic operational projects for test prep and consulting delivery
• Driving operational efficiency through maintenance and implementation of technology to support the client success teams with consistent process for service delivery.
• Analyzing data to manage metrics and key performance indicators for client success.
• Overseeing a team of Part-Time Educator in hiring and mentorship per the demands of the business.

WHAT YOU'LL NEED

• Master’s degree in nursing, Healthcare, or Business-related field
• Five years of experience in business operations or client success
• Experience working with a variety of technology tools including, but not limited to Microsoft Office, D365 CRM, excel coding, Gainsight, Tableau, Qualtrics, Survey Monkey, Vimeo, ATI Academy, Zoom, and custom-built platforms to support client success needs
• Experience in initiating, planning, and executing a wide variety of projects effectively and efficiently.
• Strong Knowledge of nursing education, ATI NCLEX Services and APEA Products and delivery.
• Understanding of the ATI products, client success, and test prep delivery business to manage operational processes.
• Ability to analyze data to make decisions on process enhancements.
• Strong organizational skills with ability to successfully manage and prioritize multiple projects and responsibilities.
• Ability to plan, manage and organize workflows involving people and technology resources to lead to operational efficiency.
• The ability to identify, research, plan and implement quality improvement changes to processes.
• Know how and when to communicate appropriate needed information to team and compile data for KPI tracking. Detail oriented with thoroughness and accuracy when accomplishing a task.

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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