Client Engagement Manager

Ascend Learning, LLC•Burlington, MA

23h•$84,600 - $121,000•Remote

About The Position

Ascend Learning, a leading healthcare and learning technology company, 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. Ascend Learning products are used by a wide range of professionals, including physicians, emergency medical professionals, nurses, allied health professionals, certified personal trainers, financial advisors, skilled trades professionals, and insurance brokers. Headquartered in Burlington, MA, with additional office locations and hybrid and remote workers across the U.S., Ascend Learning has been recognized for its workplaces and commitment to mental well-being. The company is seeking talented, passionate professionals to join its mission. The Client Engagement (CE) Manager is a platform expert and hands-on trainer/coach, serving as a trusted advisor to ensure successful implementations, high user adoption, robust usage, impact achievement, and user satisfaction (NPS). This role involves scaling knowledge transfer through various methods, quickly identifying and resolving roadblocks, and partnering closely with Client Engagement Directors to align on strategy and achieve shared client goals. This individual will execute core functions with a focus on improving the customer journey, demonstrating a generative, process-oriented, and solutions-focused approach to achieve client goals and organizational metrics, delight users, and build a scalable, customer-focused process.

Requirements

3+ years in client-facing support across various organizational levels.
Client-Centric: Committed to understanding and ensuring client/user satisfaction and success.
Platform Expertise: Develop deep SaaS platform knowledge, including upcoming features, to act as the platform expert.
Communication: Clear verbal/written communication and effective cross-functional collaboration.
Content Creation: Skilled in creating engaging user-facing content (including slide decks) to boost engagement and support strategy initiatives.
Strategic Thinking: Ability to develop and execute tailored client outreach and intervention strategies to enhance platform value and utilization.
User Training & Support: Proficient in providing comprehensive, multimodal user training and support.
Process Optimization: Collaborate internally (Delivery, Marketing, Sales) to improve the user experience.
Analytical Skills: Analyze key performance metrics to drive best practices in user outreach/engagement.
Self-driven, proactive remote work approach.
Ability to work onsite with New York clients.
Bachelor’s degree required.

Nice To Haves

Office365, HubSpot/CRM, LMS, MixPanel; adopting AI productivity tools (Co-Pilot, ChatGPT) to increase efficiency.

Responsibilities

Ensure user delight when engaging with the Laudio platform
Works closely with CE Directors to develop and implement user outreach strategies for each client using insights from utilization metrics tracking software. This includes developing and deploying intervention techniques that build proof of Laudio’s value, advance users to higher adoption levels, and overcome any roadblocks hindering client goals. Own utilization metrics across a portfolio of clients.
Identifies super users and builds relationships with them to drive advocacy around Laudio
Works jointly with Delivery team members to build better processes and operations to improve the adoption experience for all users over time
Supports the implementation process by co-leading strategy sessions with client operational leadership to drive successful Laudio use strategies
Support content creation and design for Executive Partnership Review decks (including building visuals) in partnership with Client Engagement Directors
Lead new user onboarding
Throughout the client’s first year of Laudio use, ensures all users are engaged, on-boarded, trained, nurtured, and informed
Leads Champion and Full User training sessions and imparts deep functional understanding of key Laudio features with these users
Monitors new user utilization and identifies course corrections as needed during early learning sessions
Platform Mastery: Develops deep knowledge of Laudio’s platform, including new features and functionality prior to their release. Becomes an expert in the Laudio platform, and a partner to the Product Management team in providing insight into unique client use cases and feedback.
User value communication and ongoing engagement
With Marketing, Sales, and Delivery, communicates key elements of Laudio’s value to users and ensures consistency of user-directed messaging across all functions
Establishes user-level communication plan for each client in partnership with the Client Engagement Directors. Builds and enhances content for automated user outreach
Educates and trains new and existing users on new platform functionality, initiative-specific workflows, and Laudio use strategies
User training materials: Owns and manages all user training materials in partnership with the broader CE organization
Develops product micro-learning videos and leads live webinars in partnership with the broader CE organization
In collaboration with the Delivery and Marketing teams, creates implementation guides and documentation to enable faster ramping of new team members and support client documentation requests. This includes exploration of new training concepts and delivery mechanisms that drive deeper user utilization of Laudio
Maintains the repository/learning management system of all training and on-boarding materials, ensuring they are consistent with overall brand and marketing standards. Works with Marketing and Sales to include new concepts and demo techniques as they evolve
Provides client reporting on user training and consumption of the LMS content
User feedback and development
Fields, prioritizes, and communicates new development suggestions from users to the Product Management team
Attends Product, Marketing, Sales meetings as needed to communicate user feedback
Resolves complex client support tickets in collaboration with the Client Engagement Associate team
Champions the use of AI to streamline the client engagement lifecycle, applying new tools to how we onboard, support, and grow our clients.