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 1500 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.

Ascend Learning’s Nursing Segment is fueled by a commitment to excellence in nursing education. Our nursing brands — ATI, APEA, and NursingCE — offer evidence-based solutions designed to develop practice-ready nurses who are prepared for board certification and clinical practice. We use data analytics and engaging learning tools to help nursing students master core content. And we provide nursing education programs and professionals with best-in-class support and expertise from some of the sharpest minds in nursing education. We aid nurse educators in understanding students’ comprehension based on nearly two decades of data — including more than 12 million proctored assessments — that detail student learning and performance. The result is customers who are confident in the advice and guidance we provide with our quality-focused assessments and positive outcomes.

ATI is hiring a Client Service Manager (referred to as Client Account Manager (CAM) Supervisor for Customer purposes) who is responsible for B2B client management and sales support. This role supports company goals by building and coaching regional teams who are passionate about outstanding Customer care, attentive to details, and seeking opportunities for operational improvements. This performance-based position is also responsible for coordinating with other internal teams to ensure customer expectations are exceeded. This role reports to the Senior Manager CAM as part of the Client Account Manager (CAM) team. This position will work from Leawood, KS office/hybrid location preferred. Remote will be considered.

Responsibilities:

Client satisfaction

• Cultivate and enhance new and existing client relationships through active communication with clients, processing client requests, resolving inquiries, providing guidance and making sure key information and documentation remains current
• Understand ATI product bundling, standalone sale, and product updates/retirements to manage and respond to escalated internal, client, and partner inquiries professionally and accurately; include case resolution with supporting documentation and details within established service levels
• Support and solve complex problems for Customers and Sales by understanding their expectations – must be comfortable with conflict and addressing issues in a timely, professional manner
• Seek opportunities to enhance customer experience with current accounts and coordinate responses to such needs with Sales and Client Success teams
• Incorporate account management of acquisitions by ATI for seamless Customer experience

Revenue

• Create close working relationship with regional Sales team and serve as an escalation point for orders, revenue processing, and return or rebills
• Guide quote building and understand CRM-linked quoting system to procure products based on Customer’s needs, pricing, form of paying, and location; oversight of accurate and proper setup of Customer orders through interpretation of incoming contracts
• Assisting as appropriate that Customer shipment priorities are communicated accurately and in a timely manner with the Warehouse
• Ensure alliance with Sales regional leadership on top priorities; understand how changes will impact workflow and alert teams to changing features
• Available to work overtime during high seasonal volume as required to meet Customer deadlines and ATI quarter end deadlines

Team Oversight and Development

• Lead a regional team of account managers responsible for the direct support of ATI Customers; Monitor and manage the daily, quarterly, and annual processes for assigned team and address errors or issues as they occur
• Ensure team is delivering a great service experience that results in high levels of Customer satisfaction, accurate data for reorders, and account history in our CRM
• Develop a positive, professional atmosphere promoting teamwork and accountability, leading by example and by coaching
• Identify and correct training gaps, set performance goals for direct reports, monitor key performance metrics, and conduct performance evaluations; mentor Client Account Managers
• Collaborate with other departments regarding activities of Client Account Management team to ensure that procedures are followed, and coordinate troubleshooting activities as needed

Enhancement Contribution

• Develops and maintains a deep understanding of the organization and services offered to resolve more complex inquiries. Conduct root cause analysis on customer exceptions and, when necessary, recommend and facilitate appropriate process and/or system improvements
• Establish communication standards for repeatable events and processes (comms with Customer, quarter closes, etc.)
• Ensure accuracy of documentation and training; be accountable that client requirements are thoroughly incorporated and accurately communicated internally
• Collaborate with Senior CAM Manager to define and improve internal and client processes, procedures, and documentation associated with all team activities to ensure consistency and performance levels from all team members; contribute and participate to new system or process roll outs to ensure direct report readiness
• Master multiple systems to manage Customer accounts (D365, Experlogix, Great Plains, Management Utility, and Tableau)

Education and Experience:

• Bachelor’s degree preferred; equivalent work experience required
• Experience using D365 CRM, Experlogix, or comparable CRM/CPQ tools is required
• Experience with Great Plains, Tableau and Microsoft Office proficiency preferred
• Five years of delivering exceptional customer service; supervisory experience preferred
• Experience with developing standard operating procedure documentation, and process change implementation
• Excellent verbal, analytical, organizational, writing and presentation skills
• Strong analysis, critical thinking, and evaluation abilities

Skills and Abilities:

• Provide continuous feedback to direct reports for accountability, maximum efficiency, and collaboration
• A desire to respond quickly, professionally, and accurately to all clients and other employees of the organization
• Ability to work effectively in cross-functional and matrix teams
• Proven strong leadership and supervisory skills to keep a team focused on excellent customer service
• Ability to adapt and prioritize in a deadline-driven environment
• Analyze staffing needs and participate in hiring processes
• Adapts well to a changing and rapidly growing environment
• Proven organizational and time management skills
• Strong attention to detail

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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