We Impact Lives Through Purpose-Driven Work in A People First Culture
Ascend Learning 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.
Our values-driven culture unifies our teams and inspires a mindset of action, innovation, and collaboration, with a relentless focus on customers.
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.
For over 37 years, National Academy of Sports Medicine® (NASM®) has set the standard in fitness and wellness education with best-in-class evidence-based programs. We have educated over 1.4 million fitness professionals in over 100 countries, creating a global space for optimal well-being and fitness. From personal training to nutrition coaching, wellness to sports performance, NASM trainers and specialists work at every level to help all clients set and reach their own unique goals.
WHAT YOU'LL DO
The Account Manager for B2B Client Support will play a critical role in managing and nurturing client relationships. This individual will focus on supporting client needs, driving contract consumption, increasing client retention rates, and identifying upselling opportunities. The ideal candidate will excel at understanding client requirements, maximizing value for the client, and aligning the company’s growth objectives.
WHERE YOU’LL WORK
This position will work a hybrid schedule from our Gilbert, AZ office location.
HOW YOU’LL SPEND YOUR TIME
- Serve as the primary point of contact for our NASM international partners, providing exceptional service and support.
- Build strong, lasting relationships by understanding client business needs, objectives and challenges.
- Conduct regular check-ins and business reviews with clients to ensure satisfaction and address any concerns proactively.
- Act as a liaison between clients and internal teams to ensure effective communication and resolution of issues.
- Track and monitor client contract usage to ensure optimal consumption of NASM and AFAA products.
- Educate clients on the benefits and full potential of the solutions available within their contract.
- Work with clients to identify and address any obstacles preventing full contract utilization, ensuring maximum ROI.
- Follow strategies to enhance client loyalty and satisfaction, fostering long-term partnerships.
- Analyze client usage, satisfaction, and overall engagement to assess renewal likelihood.
- Drive renewal process, addressing any concerns that may impact retention and presenting new value propositions as needed.
- Identify and propose upsell opportunities based on clients’ needs and business objectives.
- Work collaboratively with sales and product teams to align offerings with client goals and future growth potential.
- Provide clients with information about new or complementary products that could enhance their experience and address additional needs.
- Maintain accurate records of client interactions, usage data, and progress in CRM.
- Prepare reports and insights on client health, retention metrics, contract consumption, and upsell achievements.
- Use data to improve strategies and identify trends that inform proactive client support initiatives.
WHAT YOU'LL NEED
- Bachelor’s degree in Business, Marketing, or a related field.
- Proven experience in account management, customer success, or B2B sales support.
- Strong communication, negotiation, and relationship-building skills.
- Ability to analyze data, understand key metrics, and develop actionable strategies.
- Familiarity with CRM software and project management tools is a plus.
- Customer-Focused: Passionate about understanding client needs and providing tailored solutions.
- Results-Oriented: Motivated to achieve retention and upsell targets.
- Problem-Solver: Able to navigate challenges creatively to deliver positive outcomes.
- Collaborative: Works well across teams to drive client success and company growth.
- This position will include limited domestic and international travel for industry-related live events and in-person facility visits. Travel could be up to 10%.
BENEFITS
- Flexible and generous paid time off
- Competitive medical, dental, vision and life insurance
- 401(k) employer matching program
- Parental leave
- Wellness resources
- Charitable matching program
- Hybrid work
- On-site workout facilities (Leawood, Gilbert, Burlington)
- Community outreach groups
- Tuition reimbursement
Fostering A Sense of Belonging
We seek out and celebrate all people and perspectives and cultivate an inclusive culture where everyone can thrive, feel valued and be their authentic selves. 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.
About Ascend Learning
As a tech-enabled services company, Ascend Learning is a national leader in developing and delivering data-driven online educational content, software, assessments, analytics, and simulations serving institutions, students and employers across healthcare, fitness and wellness, public and workplace safety, skilled trades, insurance, financial services, cybersecurity, and higher education. We're committed to accelerating the learning pathways that can move people into careers where they have the knowledge and skills to have an impact and help change lives in the communities they serve. 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 2023 Greatest Workplaces for Diversity.
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.
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