Lead Client Outcomes Manager

Company: Ascend Learning
Location: Syracuse
Posted on: October 17, 2020

Job Description:

Ascend Learning; LLC (www.ascendlearning.com) is a leading provider of technology-based educational, curriculum and assessment solutions for high-growth careers in a range of industries, including healthcare, fitness and wellness, and insurance and financial services. We provide outcomes-based solutions aimed at helping people enter, sustain and succeed in their chosen fields. Ascend employs more than 1,400 employees, with headquarters in Burlington, Mass., and offices in Kansas City metro, Phoenix metro, Minneapolis-St. Paul, Ann Arbor, Michigan, New York and the U.K.

As the nation's preeminent e-learning provider, ATI Nursing Education offers programs that are instrumental in improving faculty, student and program outcomes in nursing schools across the country. With ATI's help, nursing students achieve great results in NCLEX test preparation. The pass rates with ATI are closer to 100% than with any other education system. ATI is recognized as offering the best customer service in the industry. It's no surprise that we're the first choice for more nurse educators, universities and colleges nationwide.

The Lead Client Outcomes Manager (COM) position drives ATI client support through expert ATI product knowledge delivering virtual and occasional onsite client trainings to ensure a positive client experience for Complete Partners. The Lead COM partners directly with clients, Integration Specialist Nurse Educator (ISNE), Product Training Specialist (PTS), Client Experience Strategist and Complete Account Executives to deliver superior client support. This is a remote position for the Northeast Region.

Responsibilities:

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• Oversee Complete Client package onboarding
• Oversee live regional product training webinars
• Oversee creation and launch of new product update videos
• Execute ongoing client experience (ATI Success Plan) for Complete clients in their region.
• Serve as expert product liaison and primary resource for all Client Outcomes Manager within their region.
• Oversee new hire orientation for Client Outcomes Manager within their region
• Learn and maintain"expert" level knowledge of all ATI solutions.
• Lead faculty training engagements virtually.
• Collaborate with COM, PTS, and ISNE to provide virtual engagement support based on client need.
• Schedule and maintain Integration Services Calendar.
• Review and delegate to client on-demand requests submitted via Client Relationship Management tool.
• Deliver detailed client follow-up to support service delivery and respond to additional questions related to product training and client needs.
• Troubleshoot product/tech issues to assist clients with quick resolution.
• Assist clients with product related questions/concerns to meet client expectations.
  
  Education and Experience:
  
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  • Bachelor's degree or equivalent required
  • Three to five years of industry related experience preferred
    
    Skills and Abilities:
    
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    • Detail oriented with thoroughness and accuracy when accomplishing a task
    • Strong organizational skills with the ability to successfully manage and prioritize daily responsibilities
    • Works well independently and with team members
    • Ability to deliver dynamic virtual training presentations
    • Ability to communicate effectively with both internal and external customers
    • Capable of quickly learning and effectively communicating the ATI product line offering
    • Proficient with current technology and experience with MS Word, Outlook, CRM, Excel, PowerPoint, Virtual Platforms (WebEx, Zoom, etc.)
    • Demonstrated problem solver
    • Must be able to work on the computer and phone for long periods at a time
    • Flexibility to occasionally work nights/weekends to meet client needs
    • Ability to travel up to 20% for client facing engagements, industry meetings and conferences
      
      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.

Keywords: Ascend Learning, Syracuse , Lead Client Outcomes Manager, Executive , Syracuse, New York