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.
ATI Nursing Education helps nursing students, educators, and programs achieve their goals through compelling content, data analytics, and deep expertise in nursing education. We help nursing students learn by developing tutorials, case studies, simulations, assessments, and NCLEX-prep services. We provide nurse educators with best-in-class support and expertise from some of the sharpest minds in nursing education. Working together, we are creating a professional nursing workforce ready to provide skilled and safe nursing care in a rapidly changing healthcare marketplace.
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 role will work from the Leawood, KS office location/hybrid.
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 ATIfor 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
Candidates should be aware that Ascend Learning currently maintains a policy requiring all employees to be fully vaccinated. Newly hired employees must be fully vaccinated by their start date. Ascend Learning is an equal opportunity employer and will provide a reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the Company to do so as provided under federal, state, and local law. Exceptions to the vaccine requirement may apply for employees living or working in Montana.
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.
