Director Client Engagement

We Impact Lives Through Purpose-Driven Work in A People First Culture Burlington, MA, US, 01803 Remote, US Philadelphia, PA, US, 19111 PA, US Ascend Learning, a leading healthcare and learning technology company,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.From testing to certification, Ascend Learning products are used by physicians, emergency medical professionals, nurses, allied health professionals, certified personal trainers, financial advisors, skilled trades professionals and insurance brokers. 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 2025 Greatest Workplaces as well as America’s Best Places to work for Mental Well-Being for 2025. 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.

WHAT YOU'LL DO

Laudio’sDirector, ClientEngagementhas comprehensive knowledge of the overall Client Engagement function. They are countedon forkey decisions thatimpactthe department and are an evangelist across the team and cross-functionally about the work we do, the impact it has, and how we evaluate and make decisions. They are theLaudioleader for a specific set of hospitals and health system clients, ensuring the continuation of a lasting partnership betweenLaudioand these health systems. They work closely with those clients as a trusted advisor to ensure adoption, robust usage, impact, high satisfaction, contract renewal, and with some clients, expansion ofLaudioto other departments and facilities. They partner with clients to quicklyidentifyand overcome anyroadblockshindering these goals. These core job functions will be executed with a forward-thinking mindset of how to build,refineand improve the customer journey. They are generative, process-oriented, solutions-focused, and will be driven by achieving their goals and organizational metrics, while delighting our clients and contributing to the development of a robust, customer-focused process.

WHERE YOU’LL WORK

This position will have the flexibility to work remotely within the United States.Eastern or Central time zone preferred.

HOW YOU’LL SPEND YOUR TIME

Own the relationship with client executives for a specific set of clients During implementation - in partnership with the Delivery team - and afterfirst-usergo-live, build and expand relationships with C-suite executivedecision makers and influencers as the client moves from the sales process to the delivery and on-going relationship phases of their client journey. Lead the client relationship onceoperatingchampions have gone live on the platform. The DirectorrepresentsLaudioto theclient, andis responsible forcoordinating allLaudioclient interactions. The Director develops valuable content for every client interaction. The Director ensures that a broad representation of client leaders (including but not limited to client CHRO and CNO)knows aboutLaudioand understands how the platform contributes to system strategic priorities. The Director works withLaudioInsights to bring new findings to senior client leaders. The Director leads regular Enterprise Partnership Reviews (EPRs) with client leaders. EPRs may be virtual or on-site. It isoptimalif one on-site executive visit is arranged annually for each strategic client. The Directordeterminesthe agenda for these client meetings, assembles appropriateLaudioattendees and content, and ensures EPRs drive value for client leaders. The Director closely oversees and monitors measures of value promised during the Sales and Implementation processes and coordinates the delivery of reports that conveyLaudioimpact. The Director works closely with client leaders as a trusted advisor to ensure adoption, robust usage, impact, and high satisfaction withLaudioduring and following the training and implementation phase. Coordinates and oversees thelogisticsassociated with client reference calls with prospects, as requested by Sales. Strategic account planning Act as a consultative partner to clients by deeply understanding their operational and strategic needs. Align internal resourcesaddresskey workforce challenges. The Director develops a client scorecard and strategic account plan. The plan will document the client’s goals and howLaudiocan best meet them, evolving as the relationship betweenLaudioand the client matures. The plan also includes a Field of Play thatidentifiesand guides relationship development among key client c-suite leaders. Establishes a set of processes and areas of focus to meet strategic goals, leveragingLaudiostandard playbooks. Establishes the rhythm of topics for EPRs,e.g.applicableLaudioInsights research, a turnover analysis at the12 monthmark or Employee Engagement analysis to support their engagement outcome goals. Takes a forward-thinking mindset of how to build,refineand improve each customer’s journey. Evaluates and communicates to the EVP of Client Engagement & Delivery and toLaudioleadership the status of the client’s health and any roadblocks that need to beaddresses. Buyer delight and customer voice The Director ensures the client’s voice is captured, documented, and shared withLaudio’sProduct team, and thatappropriate followups occur. Fields, prioritizes, and communicates new development suggestions and market insight toLaudio’sProduct, Marketing, and Sales teams. Attends Product, Marketing, and Sales meetings as needed to communicate and advocate for client needs Ensures key customer contacts completeLaudio’sannual Buyer Engagement survey The Director constantly looks for new opportunities forLaudiofunctionality across their client base and conveys market needs and trends quarterly to Product and otherLaudioleaders. User delight andutilization The Director works with theLaudioClient Engagement Manager(s) to: Ensure users are properly on-boarded/trained, nurtured, and informed throughout the client journey Proactively intervene to improve adoption, supported by tools such as adoption ladders Partners with clients to develop and deploy intervention techniques in to buildLaudioutilizationand value and overcome any roadblocks hindering client goals Appropriately escalates product issues internally asrequiredand communicates timing and resolution of issues to clients clearly and professionally Revenue and Account Management Lead commercial efforts across assigned accounts, including contract renewals, and pricing negotiations. Collaborate with legal and finance to ensuretimelyandaccurateexecution of agreements, all while meeting revenue growth targets. Identifiesupsell opportunities and cultivates relationships to maximize those commercial opportunities Achieving key metrics Client contract renewal, increasing NPS andutilization, EPR execution, strategies in place to move users up adoption ladders, demonstration of ROI, and client expansion

WHAT YOU'LL NEED

Bachelor’sdegreerequired. Master’s in a related field (e.g.MBA or MPH) preferred 7+ years in a Client Engagement Manager or a Project Manager in a client-facing capacity, ideally with experience managing enterprise accounts, including contract renewals, and triaging support/product enhancement feedback 5+ years in healthcare serving hospitals / medical centers / health systems ideally in the U.S. Ability to travel up to 25% to hospital client sites, conferences and team meetings Demonstrated skills include: Client Relationship Management: Building andmaintainingstrong, long-term client relationships. Acting as a trusted advisor to clients, understanding their needs and goals. Ensuring client satisfaction and fostering client loyalty. Strategic Planning: Developing and executing strategic account plans. Aligning client goals with the company's offerings and capabilities. Proactivelyidentifyingopportunities for client growth and engagement. Project Management: Managing multiple client projects simultaneously. Coordinating with internal teams to ensuretimelydelivery of services. Monitoring project progress and addressing any issues promptly. Communication: Effectively communicating with C-suite executives and other key stakeholders. Articulating complex concepts in a clear and concise manner. Facilitating productive meetings and discussions. Problem-Solving: Quicklyidentifyingand resolving client issues. Developing innovative solutions to meet client needs. Proactively addressing potential roadblocks. Data-Driven Decision Making: Utilizing data to inform client strategies and decisions. Analyzing metrics to measure client engagement and satisfaction. Leveraging insights to drive continuous improvement. Leadership and Team Collaboration: Leading cross-functional teams to achieve clientobjectives. Collaborating effectively with internal departments such as Product, Marketing, and Sales. Mentoring and guiding junior team members. Process Improvement: Continuously refining client engagement processes. Implementing best practices to enhancethe clientexperience. Advocating for client needs within the organization. Self-driven and proactive while working in a remote environment

HIRING RANGE

The current full-time, annualized base pay hiring range for this role is $154,100.00-$220,330.00. In accordance with applicable state laws, we are providing the expected pay range for this position. Individual compensation will be determined by various factors, including relevant experience, qualifications, current business needs and local market factors. Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or salesplan.

BENEFITS

Health, dental, and vision insurance 401(k) with company match Paid time off and parental leave Employee assistance program Other employee wellness programs such as Headspace and Airvet Charitable matching program Fostering A Sense of Belonging Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued, and be authentic. 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. 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. #J-18808-Ljbffr Ascend Learning