Associate Client Engagement Specialist

Ascend Learning, LLC•Burlington, OR

1d•Remote

About The Position

Laudio’s Associate Client Engagement Specialist (CEA) will support initiatives across the client base aimed at deepening user engagement with the Laudio platform. A Laudio CEA is a hands-on, process-oriented person who manages all aspects of the user relationship, from support ticketing, to specific adoption initiatives, to executive reporting. They will work alongside Client Engagement Managers and Directors to ensure successful adoption of the Laudio platform and will support initiatives designed to deepen user value over time. A Laudio CEA also supports a number of internal team processes, ensuring that functional colleagues have the support they need to drive and scale internal initiatives. These core job functions should be executed with a forward-thinking mindset of how to build, scale, and refine the user engagement process. Laudio CEAs are generative, process-oriented, solutions-focused, and will be driven by achieving their goals and meeting organizational metrics, while delighting our clients and contributing to overall team success.

Requirements

Bachelor’s degree required
Minimum 2 years of experience in a client support, customer success, or client service role, in a SaaS environment
Ability to take occasional meetings earlier in the day or later in the evening (7am EST or 8pm EST)
Ability to travel up to 20% to client sites and for internal collaboration
Experience handling support tickets through a help desk platform (e.g. Zendesk, HubSpot, Freshdesk, Intercom or similar)
Strong troubleshooting, problem-solving and communication skills (written and verbal)
Familiarity and comfortability with AI tools like Microsoft Co-Pilot, HubSpot Co-Pilot, etc
Self-driven with the ability to manage multiple client issues and priorities in a fast-paced, remote-first work environment while using AI tools to make you more efficient in your role
Empathetic, customer-first mindset with a genuine desire to help people
High attention to detail and excellent organizational skills
Strong Excel and data manipulation skills, and familiarity with common tech industry tools (Jira, Confluence, Slack, Canva, HubSpot, Wrike, etc)

Nice To Haves

Familiarity with SaaS implementation and adoption methodologies preferred
Experience working in the healthcare space or on a healthcare SaaS solution preferred

Responsibilities

Be the first line of defense for our users by providing timely, professional and empathetic support by owning our support ticketing process
Work jointly with other Client Engagement team members to build better internal and external processes and operations to improve the experience for all users over time
Prepare reports and presentations through collection and analysis of data
Document & HubSpot CRM management
Track the status of ongoing projects and ensure smooth project execution
Organize client events, on-sites, and webinars, including materials, logistics, invitations, and follow-ups
When needed, support Client Engagement Managers and Directors on specific client accounts, assisting with user engagement efforts, collateral creation and other varied responsibilities.