Fast Facts

Ascend Learning is seeking a Client Success Operations Analyst responsible for managing operational resources for client support, improving processes, and achieving key performance indicators. This remote position focuses on leveraging technology to enhance client experiences and outcomes in a people-first culture.

Responsibilities: Manage operational tools and metrics for the Client Success team, ensuring execution of processes and achievement of client success KPIs while supporting special projects.

Skills: 5+ years of experience in business operations or client success, proficiency in technology platforms including Gainsight, and excellent project management and communication skills.

Qualifications: Bachelor’s degree in Education, Healthcare, or Business-related field; Gainsight Admin Certification preferred; strong understanding of NHA products and data analytics.

Location: This is a remote position in the United States with up to 10% travel expected.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $65,000 - $90,000.

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.

WHAT YOU'LL DO

As a Client Success Operations Analyst you will be responsible for managing operational resources needed for the Client Success team to execute client support and process. Duties include overseeing process management tools, playbooks, technology tools, and KPI metrics. You will ensure consistent processes are executed across the client success teams and key client success KPIs are achieved. 

The Client Success Team is responsible for supporting clients purchasing 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 NHA 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, exam pass rate, institutional and student retention.

WHERE YOU’LL WORK

This is a remote position in the United States.

HOW YOU’LL SPEND YOUR TIME

• Drive operational efficiency through implementation of technology, primarily Gainsight, to support the client success teams with service delivery.
• Maintain technology needed to drive consistent processes for client success teams to execute that lead to product adoption and usage.
• Use data to manage metrics and key performance indicators for client success.
• Support Client Success special projects with technology and business expertise.
• Uphold professional communication and support for internal stakeholders, participating in the creation of innovative ideas for market demands, and managing technological improvements for operational efficiency.
• Drive processes that lead to adoption of training best practices and trends related to the client experience.

WHAT YOU'LL NEED

• Bachelor’s degree in an Education, Healthcare, or Business-related field required
• 5+ years’ experience in business operations or client success.
• Proficient in technology tools platforms needed for Client Success Operations, including Gainsight.
• Gainsight Admin Certification preferred.
• Experience in initiating, planning, and executing a wide variety of projects effectively and efficiently.
• Understanding and proficiency with a variety of technology tools including, but not limited to Microsoft, excel coding, Gainsight, Tableau, CRM, zoom, and custom-built platforms to support client success needs.
• Understanding of NHA products with ability to coordinate/generate solutions for increased product usage based on data analytics.
• The ability to plan and manage projects involving resources and technology.
• Professional communication skills written and verbal, in addition to demonstrating Ascend Values.
• The ability to identify, research, plan and implement changes to processes that need (require quality) improvement in a timely fashion.
• Up to 10% travel is expected.
• 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.

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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