Client Success Operations Analyst

Ascend Learning • Leawood, KS

326d • Remote

About The Position

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. 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 Ascend's 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.

Requirements

• Bachelor's degree in data analysis, technology, or a business-related field
• Gainsight Admin Certification
• Minimum 5 years of experience in business operations and data analysis
• Proficiency in a range 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
• Proven track record in project management, data analysis, and operational improvements
• Data analysis abilities for operational functions including excel function proficiency to provide insights into operational efficiency and productivity improvements
• Strong business acumen
• ATI product knowledge, data-driven solution development for product engagement
• Professional communication skills written and verbal, and alignment with Ascend Values
• Skilled in identifying, researching, and implementing timely quality improvements to processes

Responsibilities

• Drive operational efficiency by implementing and managing tech tools like Gainsight for service delivery
• Ensure the integrity of technology tools and reports for customer insight KPIs, driving product adoption and successful outcomes
• Analyze data to identify trends and recommend changes to accurately assess client health
• Support Client Success special projects with technology, process adoption, and business expertise
• Contribute to innovation solutions for market demands, manage technological improvements for operational efficiency
• Manage operational resources, process management tools, playbooks, and KPI metrics for effective client support

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Management of Companies and Enterprises
• Education Level: Bachelor's degree