Sr Client Success Mgr
Description Ascend Learning is a national leader in data driven, online educational solutions for learners, educators and employers in high-growth, licensure-driven professions spanning healthcare, fitness and wellness, skilled trades, insurance, and financial services. We are passionate about accelerating learning while impacting job readiness, employment success and employee retention with the belief that our work changes lives. Our culture is intentionally results-driven and selfless with a relentless focus on our customers. We believe in trust, transparency, freedom, and responsibility with a commitment to meritocracy, inclusion and diversity of thought. Continual investment in our over 1400 employees is also a core principle realized through ongoing professional development and providing opportunities to grow, develop and lead. Ascend Learning is headquartered in Burlington, MA with additional office locations and remote workers in cities across the U.S. and in the U.K. ExamFX , a division of Ascend Learning, is the industry leader in online training for insurance licensing and securities exams. As a nationally-approved education provider, our course content is constantly being updated to align with the ever-changing information presented in state exams. We are seeking a Sr. Client Success Manager to join our rapidly growing team. Objectives of this role:
o Build and grow strong client relationships to maintain current business o Communicating with clients to ensure that all of their needs are understood and met o Collaborating with various internal departments to ensure that they fulfill all client requests o Resolving complaints and keeping track of all processes that pertain to the client's desires o Collecting and analyzing data concerning consumer behavior to understand changing needs o Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients o Create training programs for clients modeled after learning best practices and goals o Create training programs for internal team
Responsibilities:
o Lead client intro, check-in, and debrief calls to maintain and build strong partnerships o Deliver kick-off and home stretch calls for managed candidates in the online program o Conduct regular coaching calls with client managers to review candidate progress o Train client managers on best practices for utilizing the management and candidate platform o Represent and demonstrate all solutions and new technologies to current clients o Create recommendations to improve client results o Maintain department procedures and best practices o Assist Client Success Specialists with client administration o Train internal team on new training programs and processes to support client success o Create resources and recommendations based on client feedback and patterns o Guide all client onboarding to establish client relationships and design training programs o Guide all reset efforts to establish and restructure training programs o Coach relevant skills, tactics and techniques on relationship management Job
Qualifications:
o College degree preferred or combined experience o Minimum 5 years of professional experience in an education or service or sales role o Learning Management System experience is a plus o Proven track record of meeting or exceeding quotas and receiving positive customer feedback o Proficient in WebEx, Zoom, Microsoft Suite (Excel and PowerPoint), Smartsheet, and DocuSign Skills:
o Satisfactory problem-solving skills to help resolve customer complaints or needs o Excellent verbal and written communication skills to communicate product ideas to clients o Up-to-date understanding of the industry's consumer behavior o Strong customer service and interpersonal skills for dealing with different types of customers and clients o Exceptional analytical skills for analyzing client data o Time management and multitasking skills in order to handle multiple tasks and clients at once o Advanced motivational and negotiation skills o Strong organizational skills and attention to detail.
Salary Range:
$100K -- $150K
Minimum Qualification
Sales Engineering, SalesEstimated Salary: $20 to $28 per hour based on qualifications.
o Build and grow strong client relationships to maintain current business o Communicating with clients to ensure that all of their needs are understood and met o Collaborating with various internal departments to ensure that they fulfill all client requests o Resolving complaints and keeping track of all processes that pertain to the client's desires o Collecting and analyzing data concerning consumer behavior to understand changing needs o Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients o Create training programs for clients modeled after learning best practices and goals o Create training programs for internal team
Responsibilities:
o Lead client intro, check-in, and debrief calls to maintain and build strong partnerships o Deliver kick-off and home stretch calls for managed candidates in the online program o Conduct regular coaching calls with client managers to review candidate progress o Train client managers on best practices for utilizing the management and candidate platform o Represent and demonstrate all solutions and new technologies to current clients o Create recommendations to improve client results o Maintain department procedures and best practices o Assist Client Success Specialists with client administration o Train internal team on new training programs and processes to support client success o Create resources and recommendations based on client feedback and patterns o Guide all client onboarding to establish client relationships and design training programs o Guide all reset efforts to establish and restructure training programs o Coach relevant skills, tactics and techniques on relationship management Job
Qualifications:
o College degree preferred or combined experience o Minimum 5 years of professional experience in an education or service or sales role o Learning Management System experience is a plus o Proven track record of meeting or exceeding quotas and receiving positive customer feedback o Proficient in WebEx, Zoom, Microsoft Suite (Excel and PowerPoint), Smartsheet, and DocuSign Skills:
o Satisfactory problem-solving skills to help resolve customer complaints or needs o Excellent verbal and written communication skills to communicate product ideas to clients o Up-to-date understanding of the industry's consumer behavior o Strong customer service and interpersonal skills for dealing with different types of customers and clients o Exceptional analytical skills for analyzing client data o Time management and multitasking skills in order to handle multiple tasks and clients at once o Advanced motivational and negotiation skills o Strong organizational skills and attention to detail.
Salary Range:
$100K -- $150K
Minimum Qualification
Sales Engineering, SalesEstimated Salary: $20 to $28 per hour based on qualifications.
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