WHAT YOU'LL DO StaffGarden, a high-growth nursing professional development SaaS platform within Ascend Learning's Healthcare Workforce Solutions, seeks a Client Engagement Manager to help a growing portfolio of clients leverage the platform to advance nurse competency, professional growth, and positive patient outcomes.
The CE Manager is a platform expert and hands-on trainer/coach, serving as a trusted advisor to ensure successful implementations, high user adoption, robust usage, impact achievement, and user satisfaction (NPS). This role involves scaling knowledge transfer through various methods, quickly identifying and resolving roadblocks, and partnering closely with Client Engagement Directors to align on strategy and achieve shared client goals.
This individual will execute core functions with a focus on improving the customer journey, demonstrating a generative, process-oriented, and solutions-focused approach to achieve client goals and organizational metrics, delight users, and build a scalable, customer-focused process.
WHERE YOU'LL WORK This positions offers the flexibility of remote work within the United States, living within Eastern or Central time zone preferred.
HOW YOU'LL SPEND YOUR TIME- Ensure user delight and drive adoption across a portfolio of StaffGarden clients
- Works closely with product team to develop and implement user outreach strategies for each client using insights from utilization metrics tracking software. This includes developing and deploying intervention techniques that build proof of StaffGarden's value, advance users to higher adoption levels, and overcome any roadblocks hindering client goals. Own KPI metrics across a portfolio of clients.
- Identifies main contacts and builds relationships with them to drive advocacy around StaffGarden
- Works jointly with Delivery team members to build better processes and operations to improve the experience for all users over time
- Supports the implementation process by co-leading strategy sessions with client operational leadership to drive successful StaffGarden use strategies
- Support content creation and design for Executive Partnership Review decks (including building visuals)
- Lead new user onboarding across the client portfolio
- Throughout each client's first year of StaffGarden use, ensures all users across the portfolio are engaged, on-boarded, trained, nurtured, and informed
- Leads Champion and Full User training sessions and imparts deep functional understanding of key StaffGarden features with these users
- Monitors new user utilization and identifies course corrections as needed during early learning sessions
- Platform Mastery
- Develops deep, hands-on mastery of the StaffGarden platform-including Grow (clinical ladder and professional advancement), Roots (competency management), and supporting workflows for nurse residency, peer/360 review, ePortfolios, and Magnet4 reporting-and stays ahead of new features and functionality prior to their release. Becomes the go-to StaffGarden product expert and a partner to the Product Management team, translating unique nursing professional development client use cases into actionable product insight and feedback.
- Applies platform mastery to configure and optimize clinical ladders, competency frameworks, and development pathways to each client's practice standards, accreditation, and Magnet4 goals.
- User value communication and ongoing engagement
- With Marketing, Sales, and Delivery, communicates key elements of StaffGarden's value to users and ensures consistency of user-directed messaging across all functions
- Establishes user-level communication plan for each client in partnership with the Client Engagement Directors. Builds and enhances content for automated user outreach
- Educates and trains new and existing users on new platform functionality, initiative-specific workflows, and StaffGarden use strategies
- User feedback and development
- Fields, prioritizes, and communicates new development suggestions from users to the Product Management team
- Attends Product, Marketing, Sales meetings as needed to communicate user feedback
- Resolves complex client support tickets in collaboration with the Client Engagement Associate team
- Commercial operations for manager's client segment
- Owns day-to-day commercial operations for a broad portfolio of StaffGarden's (small and mid-sized) clients, serving as the primary point of contact across 20-40 accounts.
- Drives on-time renewals, surfaces expansion and upsell opportunities, and partners with Sales to grow account value across the book of business.
- Manages the full commercial lifecycle-onboarding through renewal-at scale, standardizing repeatable, one-to-many playbooks that keep a client portfolio healthy without high-touch, one-to-one coverage.
- Tracks and reports on portfolio-level commercial health (retention, utilization, NPS, and expansion) and flags at-risk accounts early for coordinated intervention with BP, Client Engagement and Delivery.
WHAT YOU'LL NEED - Bachelor's degree required.
- 5+ years in client-facing support across various organizational levels.
- Client-Centric: Committed to understanding and ensuring client/user satisfaction and success.
- Platform Expertise: Develop deep knowledge of the StaffGarden platform (Grow, Roots), including upcoming features, to act as the product expert for clients.
- Communication: Clear verbal/written communication and effective cross-functional collaboration.
- Content Creation: Skilled in creating engaging user-facing content (including slide decks) to boost engagement and support strategy initiatives.
- Strategic Thinking: Ability to develop and execute tailored client outreach and intervention strategies to enhance platform value and utilization.
- Training & Support: Able to deliver effective user training and support as needed.
- Process Optimization: Collaborate internally (Delivery, Marketing, Sales) to improve the user experience.
- Analytical Skills: Analyze key performance metrics to drive best practices in user outreach/engagement.
- Commercial Operations: Experience owning renewals, expansion, and account health across a client portfolio, ideally in a SaaS or health-tech environment.
- Self-driven, proactive remote work approach.
- Preferred Experience: Office365, HubSpot/CRM, LMS, MixPanel; adopting AI productivity tools (Co-Pilot, ChatGPT) to increase efficiency.
- Ability to travel up to 25%.
HIRING RANGEThe current full-time annualized hiring range for this role is $84,600.00-$121,000.00 and does not include discretionary bonus or sales incentives, if applicable. In accordance with applicable state laws, we are providing the expected salary 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 employee wellness programs such as Headspace and Airvet
- Charitable matching program
