Ascend Learning, Inc.
Manager, Customer Success (Project Management)
Ascend Learning; LLC (http://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 1,300 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.
The Public Safety Group, including ECSI, Fisdap, and other market-leading product lines, supports students, instructors, and those in the field in reaching their educational and professional goals. From initial training and certification preparation, through continuing education and career resources, the Public Safety Group supports EMS providers and fire personnel through every step of their education and careers.
Position Summary:
This position is responsible for leading a team responsible for increasing the engagement and use of our curriculum solutions for the public safety markets (Fire & EMS), as well as retention, digital technology utilization and growth of our customer revenue. This includes proactively engaging our customers to successfully onboard and continuously support their knowledge and success with our solutions, including recommending additional products or services that will provide maximum value to our customers.
Responsibilities:
· Develop and coach to best-practices to successfully engage the customer from initial point of contact to onboarding and to the ongoing client account management and retention function.
· Develop annual sales and customer success plans in support of organizational strategy and objectives that delivers targeted revenue and EBITDA growth.
· Direct the implementation and execution of customer success policies, process, and best practices.
· Build, develop and manage sales-oriented customer success team capable of carrying out needed sales and service initiatives.
· Establish mutually beneficial relationships with potential clients and customers as needed or directed.
· Develop sales strategies that drive expansion revenue growth and long-term customer satisfaction based on market research and competitive analysis.
· Negotiate sales agreements, pricing strategies and delivery models to increase client retention and revenue per student.
· Work closely with marketing to develop effective customer-focused promotional materials and sales campaigns that clearly distinguish Ascend's value.
· Review, assess and analyze results, key drivers and performance indicators regularly.
· Work with the Enablement team and Operations Teams on training and operational implementation
Supervisory Responsibilities:
· 8 direct reports
· Direct responsibility for managing and leading Customer Success Executives to deliver upon all sales goals in addition to creating personalized plans to help grow and develop each team members skill set.
Education & Experience:
· Bachelor's Degree required
· Five to ten years of progressive experience in sales and/or customer success, ideally with experience in (the Public Safety Market related to education and training)
· Experience leading sales or service representatives to success
Skills & Abilities:
· Strong business acumen, customer service orientation, solution selling, contract negotiations and excellent team building
· PC proficiency, ability to train others in proper program utilization
· Demonstrate ability and quantify success in managing corporate initiatives
· Demonstrated ability to exceed sales goals and meet deadlines
· Excellent leadership, communication, organizational and presentation skills
· Excellent time management and problem-solving skills
· Past success driving change by persuasively presenting one-on-one and to large groups
· Possess a strategic view of business and a creative mindset and approach
· Understanding of how to implement tactical plans to execute on emerging strategies
· Past experience having successfully established customer success and sales practices, selecting, training, motivating, compensating, evaluating, sizing, establishing structure and setting goals
· Knowledge of CRM and associated technology
· Strong collaborative approach to business and ability to work cross functionally to accomplish organizational objectives
Other Requirements (Travel, Shifts, Physical Demands, etc.):
· Travel as required for shows and customer visits as necessary.
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.