Client Success Operations Analyst

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. 

WHAT YOU'LL DO

As the Client Success Operations Analyst, you’ll oversee the data and technology management needed to enhance the efficiency and effectiveness of the Client Success team.  You’ll analyze data, business systems, and operational processes across all Client Success teams ensuring teams are well-equipped to support customers effectively.  Additionally, you’ll synthesize data to gain customer insights and make recommendations to support client health. 

WHERE YOU’LL WORK

This is a remote opportunity within the United States. 

HOW YOU’LL SPEND YOUR TIME

• 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

WHAT YOU'LL NEED

• 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
• Strong business acumen
• Skilled in identifying, researching, and implementing timely quality improvements to processes
• Up to 10% of travel expected

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

Fostering A Sense of Belonging

We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. Our culture is firmly rooted in the belief that by embracing our differences and drawing on diverse perspectives, we are a stronger, more innovative, and more successful organization where employees experience a sense of belonging.

About Ascend Learning

As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. 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 2023 Greatest Workplaces for Diversity.

Ascend Learning, LLC is proud to be an equal opportunity employer (M/F/Vets/Disabled). No agency or search firm submissions will be accepted. Applications for U.S. based positions with Ascend Learning, LLC must be legally authorized to work in the United States and verification of employment eligibility will be required at the time of hire.

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