Director Client Engagement

Overview

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.S., 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  always looking for talented, passionate professionals to join us in our mission to help change lives.

If this sounds like an environment where you  thrive, read on to learn more.

Laudio’s Director, Client Engagement has comprehensive knowledge of the overall Client Engagement function. They are counted on for key decisions that impact the department and are an evangelist across the team and cross-functionally about the work we do, the impact it has, and how we evaluate and make decisions.

They are the Laudio leader for a specific set of hospitals and health system clients, ensuring the continuation of a lasting partnership between Laudio and these health systems. They work closely with those clients as a trusted advisor to ensure adoption, robust usage, impact, high satisfaction, contract renewal, and with some clients, expansion of Laudio to other departments and facilities. They partner with clients to quickly identify and overcome any roadblocks hindering these goals.

These core job functions will be executed with a forward-thinking mindset of how to build, refine and improve the customer journey. They are generative, process-oriented, solutions-focused, and will be driven by achieving their goals and organizational metrics, while delighting our clients and contributing to the development of a robust, customer-focused process.

This position will have the flexibility to work remotely within the United States. Up to 30% travel to hospital client sites to onboard and work with our users.

Own the relationship with client executives for a specific set of clients:

• During implementation - in partnership with the Delivery team - and after first-user go-live, build and expand relationships with C-suite executive decision makers and influencers as the client moves from the sales process to the delivery and on-going relationship phases of their client journey.
• Lead the client relationship once operating champions have gone live on the platform. The Director represents Laudio to the client, and is responsible for coordinating all Laudio client interactions. The Director develops valuable content for every client interaction. The Director ensures that a broad representation of client leaders (including but not limited to client CHRO and CNO) knows about Laudio and understands how the platform contributes to system strategic priorities.
  
  The Director works with Laudio Insights to bring new findings to senior client leaders.
• The Director leads regular Enterprise Partnership Reviews (EPRs) with client leaders. EPRs may be virtual or on-site. It is optimal if one on-site executive visit is arranged annually for each strategic client.
• The Director determines the agenda for these client meetings, assembles appropriate Laudio attendees and content, and ensures EPRs drive value for client leaders.
• The Director closely oversees and monitors measures of value promised during the Sales and Implementation processes and coordinates the delivery of reports that convey Laudio impact. The Director works closely with client leaders as a trusted advisor to ensure adoption, robust usage, impact, and high satisfaction with Laudio during and following the training and implementation phase.
• Coordinates and oversees the…