Director Client Engagement (Burlington, MA, US, 01803)

We Impact Lives Through Purpose-Driven Work in A People First Culture 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 StaffGarden’s Director, Client Engagement is a player-coach who leads and develops the StaffGarden Client Engagement team while personally owning a portfolio of strategic accounts. They are counted on for key decisions that impact the department and are an evangelist across the team and cross-functionally about the work we do, the impact it has, and how we make decisions. As the StaffGarden leader and account manager for a set of strategic health system clients, they serve as a trusted advisor to nursing and clinical executives, driving adoption, program participation, measurable impact, satisfaction, and renewal. They grow each partnership by expanding StaffGarden to additional programs, disciplines, and facilities, and by identifying where clients can benefit from the broader Healthcare Workforce Solutions (HWS) portfolio, including Laudio. As the hands-on process owner for how StaffGarden clients are serviced, they bring a clear vision for the client journey and build the service model that supports it. They are generative, process-oriented, and solutions-focused, and driven by achieving their goals while growing their team and delighting our clients. 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 set of strategic StaffGarden clients: Build and expand relationships with executive decision makers and influencers (e.g., CNO, CNE, CHRO, Magnet Program Director, and nursing professional development leaders) from implementation onward, partnering with the Delivery team through go-live. Once programs launch, the Director represents StaffGarden and HWS to the client, coordinates all client interactions, and ensures client leaders understand how the platform supports priorities such as professional development, retention, and Magnet designation. Leads regular Enterprise Partnership Reviews (EPRs), virtual or on-site, with at least one on-site executive visit annually for each strategic client. Sets the agenda and rhythm of EPR topics (e.g., ladder participation and advancement, competency compliance, Magnet readiness), assembles the right HWS attendees and content, and ensures every EPR drives value for client leaders. Monitors the measures of value promised during Sales and Implementation and coordinates reporting that demonstrates StaffGarden impact, such as clinical ladder participation and advancement, competency completion, ePortfolio usage, and Magnet readiness. Coordinates and oversees the logistics associated with client reference calls with prospects, as requested by Sales. Lead, mentor, and grow the StaffGarden Client Engagement team: Directly manage a team of StaffGarden Client Engagement professionals, including hiring, onboarding, goal setting, coaching, performance management, and career development. Assign and balance account portfolios across the team, and serve as the escalation point for accounts managed by direct reports. Model the standard for client engagement through their own book of business, coaching the team through real client situations and building their consultative, commercial, and clinical program expertise. Own the StaffGarden client service model: Define and continuously improve how StaffGarden clients are serviced across the post-implementation journey, including client segmentation and coverage tiers, engagement cadences, and the handoff from Implementation to Client Engagement. Build, document, and maintain the playbooks, templates, and tools the team uses, personally piloting and refining new processes before scaling them. Partner with Delivery, Support, Product, and Sales to align handoffs, service levels, and escalation paths, and report on portfolio-level measures of client health, adoption, and service quality. Strategic account planning: Act as a consultative partner by deeply understanding each client’s clinical workforce, professional development, and strategic needs, and align internal resources to address them. Develops a client scorecard and strategic account plan documenting the client’s goals and how StaffGarden and the broader HWS portfolio can best meet them, including a Field of Play that guides relationship development among key executive leaders. Communicates client health and any roadblocks to the VP of Delivery & Operations and HWS leadership. Buyer delight and customer voice: Ensures the client’s voice is captured and shared with Product, Marketing, and Sales, and that appropriate follow-ups occur: Fields, prioritizes, and advocates for development suggestions, attending cross-functional meetings as needed Ensures key customer contacts complete the annual Buyer Engagement survey Conveys market needs, trends, and new opportunities for StaffGarden functionality quarterly to Product and HWS leaders User delight and utilization: The Director leads and works alongside the StaffGarden Client Engagement team to: Ensure users are properly on-boarded/trained, nurtured, and informed throughout the client journey Proactively intervene with clients to improve adoption, program participation, and value, and overcome roadblocks hindering client goals Appropriately escalates product issues internally as required and communicates timing and resolution of issues to clients clearly and professionally Revenue and Account Management: Lead commercial efforts across their own strategic accounts and oversee those managed by the team, including contract renewals and pricing negotiations. Collaborate with legal and finance to ensure timely and accurate execution of agreements, all while meeting revenue growth targets. Identifies expansion opportunities, both within StaffGarden (additional programs, disciplines, modules, and facilities) and across the broader HWS portfolio, including Laudio, in coordination with the Laudio Client Engagement team Partners with the Sales team to close StaffGarden expansion and cross-HWS opportunities, bringing account insight, executive relationships, and demonstrated client outcomes to discovery, proposals, pricing, and negotiations through contract signature Achieving key metrics: Client contract renewal and revenue retention, increasing NPS and utilization, EPR execution, growth in program adoption and participation, demonstration of ROI, StaffGarden expansion and cross-HWS pipeline generated, and team performance, retention, and development WHAT YOU'LL NEED Bachelor’s degree required. Master’s in a related field (e.g. MBA or MPH) preferred 7+ years in a Client Engagement, Account Management, or Project Management role in a client-facing capacity, ideally with experience managing enterprise accounts, including contract renewals, and triaging support/product enhancement feedback People leadership experience preferred, ideally leading client engagement, account management, or customer success teams while also carrying a book of business 5+ years in healthcare serving hospitals / medical centers / health systems ideally in the U.S. Experience with nursing professional development, clinical ladders, competency management, or Magnet programs strongly preferred; clinical background (e.g., RN) a plus Ability to travel up to 50% to hospital client sites, conferences and team meetings Demonstrated skills include: Client Relationship Management: Building and maintaining strong, 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. Proactively identifying opportunities for client growth and engagement. Project Management: Managing multiple client projects simultaneously. Coordinating with internal teams to ensure timely delivery 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: Quickly identifying and 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 client objectives. Collaborating effectively with internal departments such as Product, Marketing, and Sales. Hiring, coaching, and developing direct reports into a high-performing team. Process Improvement: Owning, documenting, and continuously refining client engagement processes and playbooks. Implementing best practices to enhance the client experience. 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 sales plan. BENEFITS Health, dental, and vision insurance Company paid life Insurance 401(k) with company match Paid time off and parental leave Employee assistance program Other 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 Laudio