Client Success, Senior Specialist
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 was recognized by Newsweek and Plant-A Insights Group as one of America’s 2025 Greatest Workplaces as well as America’s Best Places to work for Mental Well-Being for 2025. NHA is building the next generation of allied health professionals. Since 1989, NHA has helped over 1.25 million people access a better future in healthcare. NHA is a brand in Ascend Learning's healthcare segment. National Healthcareer Association® (NHA) is a division of Ascend Learning. Our mission is to drive allied health professional excellence. We are committed to helping organizations employ quality professionals who, in turn, help improve the standard of patient care. Since 1989, NHA has awarded more than 1,500,000 allied health certifications and credentials. NHA is looking for a strategic, results-driven representative to fill our role in our Client Success Channel. This role will report to the Supervisor of the Client Success Channel. Our Client Success Sr. Specialist team serves as the primary contact for the onboarding of new customers, the training of platform end-users, as well as ongoing support to accelerate and encourage adoption. In this role, you will work closely with leadership to drive company initiatives, as well as the vision, strategy, and roadmap for the future of Client Success.
Requirements
- Bachelor’s Degree in Business, Education, Marketing, Healthcare Administration, or related field preferred
- Experience working within a team environment with proven record of delivering best in class service, hitting your goals and delivering key metrics and results
- Proven ability to develop, deliver and present trainings, partner education, and other presentations to both small and large groups either virtually or in-person
- Passion for building authentic relationships
- Expert communicator with outstanding written, verbal, conversational, and improvisational communication skills; with experience working and communicating effectively with all levels of management
- Strategic thinker who is self-motivated, decisive, adaptable, and experienced in change management
- Proven track-record of cross-functional alignment across departments
- Ability to analyze quantitative and qualitative data, identify trends, and make data-driven recommendations that improve customer outcomes and drive continuous improvement
- Basic knowledge of CRM (Dynamics 365 a plus!), Gainsight, or similar customer success platforms, Microsoft Office/M365, reporting dashboards, and data tools such as Tableau is preferred
Responsibilities
- Drive true value for NHA Customers
- Be an expert on change management processes and best practices
- Help customers receive value quickly through effective onboarding and implementation
- Deliver client education sessions, webinars, enablement resources, and follow-up plans that help clients achieve defined outcomes, increase adoption, and build confidence using NHA solutions
- Maintain regular communication with customers about their adoption trends, goals, challenges, and opportunities for deeper engagement
- Inform the process of connecting and mapping customer interactions across multiple touchpoints in order to direct or influence the end-to-end experience sharing your observations and insights across the team and with leadership
- Document client meetings, education sessions, risks, outcomes, next steps and relevant activities in Gainsight according to the team expectations
- Conduct ongoing portfolio management by reviewing assigned client health, product usage, adoption trends, billing insights, renewal indicators, and opportunities for deeper engagement
- Deliver on the overall vision and strategic plan for the Client Success team by focusing on delivering on defined client success metrics used to measure customer health, usage and adoption
- Represent the voice of the customer to inform our sales process and product roadmap; providing feedback to your leaders on opportunities for continued improvement
- Implement feedback from other departments, including Sales, Operations, Marketing and Product to ensure customer experience is continuously improving
- Partner with Sales to prepare for and participate in account reviews, strategic customer meetings, internal consultations, and success planning discussions that align client goals, adoption opportunities, risks, and next steps
- Identify client needs, product interests, adoption gaps, and potential growth opportunities during client interactions and communicate relevant opportunities to Sales for follow-up.
- Create and foster a customer feedback loop to be shared company-wide; aiding to encourage a company-wide culture for Client Success
Benefits
- Health, dental, and vision insurance
- Company paid life Insurance
- 401(k) with company match
- Paid time off and parental leave
- Employee assistance program
- Other wellness programs such as Headspace and Airvet
- Charitable matching program
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What This Job Offers
Job Type
Full-time
Career Level
Senior
