Client Success Specialist - West

Ascend Learning, LLC

3d•Remote

About The Position

Ascend Learning is a leading healthcare and learning technology company that connects a portfolio of brands serving students, educators, and employers with outcomes-based, data-driven solutions. The company's products are used by various professionals, including physicians, nurses, and financial advisors. Ascend Learning was recognized by Newsweek and Plant-A Insights Group as one of America’s 2025 Greatest Workplaces and America’s Best Places to Work for Mental Well-Being for 2025. The Nursing Category at Ascend Learning focuses on supporting the learning journey of future nurses through brands like ATI, APEA, and NursingCE, offering evidence-based solutions and utilizing data analytics to improve student outcomes and prepare them for board certification and clinical practice.

Requirements

Bachelor’s degree required.
2+ years of prior customer-related work experience.
Proven experience in customer experience management or a related field.
Ability to analyze data and generate actionable insights.
Excellent presentation, communication, and interpersonal skills.
Ability to collaborate with cross-functional teams, including sales, marketing, and operations, to ensure consistent and exceptional customer experience across all touchpoints.
Project Management, Time Management, and Organizational Skills.
Problem Solving, conflict resolution abilities.
Team Player.

Nice To Haves

Up to 10% travel is expected.

Responsibilities

Supporting business efforts and providing quality sales support for the nursing education sales team in the West Region.
Providing client support for courseware, online content, assessment tools, and curriculum.
Redirecting feedback to relevant internal departments.
Proactively engaging existing clients to help improve retention and satisfaction.
Providing differentiated service and responsiveness to accounts within the region.
Contacting clients regarding their academic cycle to collect headcounts, utilization, and enrollments.
Collaborating closely with sales to enhance client outcomes and grow revenue.
Redirecting incoming sales leads or inquiries and processing digital requests with approval from rep/agent, including those received via vendor partner portals.
Observing and assisting the sales team with client engagement to build and maintain strong relationships and increase sales volume.
Providing additional capacity for current account owners to engage in additional selling activity and ensure superior service.
Supporting sales with quote input and processing, tracking order status, and ERP integration.
Assisting with maintaining CRM system records.
Inputting service tickets as necessary for advanced tech issues.