Director Client Engagement

Ascend Learning, LLC•Burlington, OR

9d•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. From testing to certification, Ascend Learning products are used by 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 in cities across the U.S., 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. 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. Laudio’s Director, Client Engagement has comprehensive knowledge of the overall Client Engagement function.  They are counted on for key decisions that impact the department and are an evangelist across the team and cross-functionally about the work we do, the impact it has, and how we evaluate and make decisions. They are the Laudio leader for a specific set of hospitals and health system clients, ensuring the continuation of a lasting partnership between Laudio and these health systems.  They work closely with those clients as a trusted advisor to ensure adoption, robust usage, impact, high satisfaction, contract renewal, and with some clients, expansion of Laudio to other departments and facilities. They partner with clients to quickly identify and overcome any roadblocks hindering these goals. These core job functions will be executed with a forward-thinking mindset of how to build, refine and improve the customer journey.  They are generative, process-oriented, solutions-focused, and will be driven by achieving their goals and organizational metrics, while delighting our clients and contributing to the development of a robust, customer-focused process.

Requirements

A Bachelor’s degree required or a Master’s in a related field (e.g. MBA or MPH) preferred
7-10+years in a Client Engagement Manager or a Project Manager in a client-facing capacity, ideally with experience managing enterprise accounts, including contract renewals, and triaging support/product enhancement feedback
5+ years in healthcare serving hospitals / medical centers / health systems in the U.S ideally
Demonstrated skills include: Building and maintaining strong, long-term client relationships.
Acting as a trusted advisor to clients, understanding their needs and goals.
Ensuring client satisfaction and fostering client loyalty.
Developing and executing strategic account plans.
Aligning client goals with the company's offerings and capabilities.
Proactively identifying opportunities for client growth and engagement.
Managing multiple client projects simultaneously.
Coordinating with internal teams to ensure timely delivery of services.
Monitoring project progress and addressing any issues promptly.
Effectively communicating with C-suite executives and other key stakeholders.
Articulating complex concepts in a clear and concise manner.
Facilitating productive meetings and discussions.
Quickly identifying and resolving client issues.
Developing innovative solutions to meet client needs.
Proactively addressing potential roadblocks.
Utilizing data to inform client strategies and decisions.
Analyzing metrics to measure client engagement and satisfaction.
Leveraging insights to drive continuous improvement.
Leading cross-functional teams to achieve client objectives.
Collaborating effectively with internal departments such as Product, Marketing, and Sales.
Mentoring and guiding junior team members.
Continuously refining client engagement processes.
Implementing best practices to enhance the client experience.
Advocating for client needs within the organization.

Responsibilities

Own the relationship with client executives for a specific set of clients
Lead the client relationship once operating champions have gone live on the platform.
The Director leads regular Enterprise Partnership Reviews (EPRs) with client leaders.
The Director closely oversees and monitors measures of value promised during the Sales and Implementation processes and coordinates the delivery of reports that convey Laudio impact.
Coordinates and oversees the logistics associated with client reference calls with prospects, as requested by Sales.
Act as a consultative partner to clients by deeply understanding their operational and strategic needs. Align internal resources address key workforce challenges.
The Director develops a client scorecard and strategic account plan.
Establishes a set of processes and areas of focus to meet strategic goals, leveraging Laudio standard playbooks.
Establishes the rhythm of topics for EPRs, e.g. applicable Laudio Insights research, a turnover analysis at the 12 month mark or Employee Engagement analysis to support their engagement outcome goals.
Takes a forward-thinking mindset of how to build, refine and improve each customer’s journey.
Strengthen strategic relationships by conducting regular business reviews, aligning solutions to client goals, and using insights to shape expansion strategies that drive longterm retention and multiproduct revenue growth.
Evaluates and communicates to the EVP of Client Engagement & Delivery and to Laudio leadership the status of the client’s health and any roadblocks that need to be addresses.
The Director ensures the client’s voice is captured, documented, and shared with Laudio’s Product team, and that appropriate follow ups occur.
Fields, prioritizes, and communicates new development suggestions and market insight to Laudio’s Product, Marketing, and Sales teams.
Attends Product, Marketing, and Sales meetings as needed to communicate and advocate for client needs
Ensures key customer contacts complete Laudio’s annual Buyer Engagement survey
The Director constantly looks for new opportunities for Laudio functionality across their client base and conveys market needs and trends quarterly to Product and other Laudio leaders.
Ensure users are properly on-boarded/trained, nurtured, and informed throughout the client journey
Proactively intervene to improve adoption, supported by tools such as adoption ladders
Partners with clients to develop and deploy intervention techniques in to build Laudio utilization and value and overcome any roadblocks hindering client goals
Appropriately escalates product issues internally as required and communicates timing and resolution of issues to clients clearly and professionally
Lead commercial efforts across assigned accounts, including contract renewals, and pricing negotiations. Collaborate with legal and finance to ensure timely and accurate execution of agreements, all while meeting revenue growth targets.
Identifies upsell opportunities and cultivates relationships to maximize those commercial opportunities
Drive revenue expansion within existing accounts by identifying and executing upsell and renewal opportunities, leveraging deep understanding of client needs and platform value to increase utilization and account growth
Proactively surface and qualify cross sell opportunities and seamlessly introduce appropriate sales counterparts to extend product adoption across the client’s organization, ensuring smooth collaboration between Client Engagement, Sales, and Product teams.
Achieving key metrics including: Client contract renewal, annual contract value, increasing NPS and utilization, EPR execution, expansion and cross-sell revenue, strategies in place to move users up adoption ladders, demonstration of ROI, and client expansion