Client/Customer Support Rep

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.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. NHA is building the next generation of allied health professionals. Since 1989, we have helped over 1.25 million people access a better future in healthcare. From innovative learning solutions to certification and career development, we partner with individuals, educators and employers to elevate the learning experience, ensure practice and career readiness and drive positive outcomes for the industry, allied health professionals, and ultimately patients. NHA is a brand in Ascend Learning's healthcare segment.
As a Client Success Specialist, you will support customers throughout their partnership with NHA by serving as a primary resource for operational requests, account support needs, and internal coordination. You will help customers navigate day-to-day business needs, resolve issues, and ensure a seamless experience across NHA products and services.
This position is part of the Sales organization and partners closely with Sales, Client Success Education, and Operations to support post-sale customer needs. While the role provides operational support for customer-facing teams, its primary focus is delivering an exceptional customer experience through responsive support, problem-solving, and cross-functional collaboration.
Successful candidates take ownership, think critically, solve problems independently, and continuously seek opportunities to improve processes and the customer experience.
This position offers the flexibility of remote work.
Serve as a primary point of contact for customers with operational and service-related needs.
Manage customer requests from intake through resolution, ensuring timely follow-through and communication.
Support identified issues, identify solutions, and coordinate with internal teams as needed.
Prioritize account maintenance, customer onboarding activities, and ongoing product utilization.
Process customer requests related to products, services, course administration, exam administration, and account updates.
Support order processing, and other administrative workflows in partnership with Sales.
Conduct proactive client outreach to support account management initiatives, address emerging needs, and strengthen ongoing partnerships.
Maintain accurate CRM records, case documentation, and workflow activities.
Identify opportunities to improve processes, reduce recurring issues, and enhance the customer experience.
Partner with Sales and Client Success Education to support customer satisfaction, retention, and long-term partnership success.
Customers receive timely, accurate, and professional support.

• Customer requests have a clear owner, documented next steps, and consistent communication from intake through resolution.
• Opportunities to improve processes and customer experience are identified proactively.
• Customers experience a consistent and dependable partnership through their day-to-day interactions with NHA.

Bachelor's degree preferred; 2+ years of experience in customer service, client support, customer success, operations, or a related field

• Excellent communication and relationship-building skills
• Experience working with CRM systems preferred
• Up to 10% travel may be required

The current full-time, annualized base pay hiring range for this role is $50,000.00-$71,500.00. 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.
Health, dental, and vision insurance

• Company paid life Insurance
• Employee assistance program
• Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers. Applications for U.