Note: The job is a remote job and is open to candidates in USA. Ascend Learning is a leading healthcare and learning technology company that connects a powerful portfolio of brands serving students, educators, and employers. The International Account Manager will manage and nurture client relationships, focusing on supporting client needs, driving contract consumption, and increasing retention rates.
Responsibilities
- 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
Skills
- 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
- 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%
- Familiarity with CRM software and project management tools is a plus
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
Company Overview