Associate Client Engagement Specialist

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’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.

Laudio’s Associate Client Engagement Specialist (CEA) will support initiatives across the client base aimed at deepening user engagement with the Laudio platform. A Laudio CEA is a hands‑on, process‑oriented person who manages all aspects of the user relationship, from support ticketing, to specific adoption initiatives, to executive reporting. They will work alongside Client Engagement Managers and Directors to ensure successful adoption of the Laudio platform and will support initiatives designed to deepen user value over time.

A Laudio CEA also supports a number of internal team processes, ensuring that functional colleagues have the support they need to drive and scale internal initiatives. These core job functions should be executed with a forward‑thinking mindset of how to build, scale, and refine the user engagement process. Laudio CEAs are generative, process‑oriented, solutions‑focused, and will be driven by achieving their goals and meeting organizational metrics, while delighting our clients and contributing to overall team success.

This position offers the flexibility of remote work within the United States.

• Be the first line of defense for our users by providing timely, professional and empathetic support by owning our support ticketing process
• Work jointly with other Client Engagement team members to build better internal and external processes and operations to improve the experience for all users over time
• Prepare reports and presentations through collection and analysis of data
• Document & Hub Spot CRM management
• Track the status of ongoing projects and ensure smooth project execution
• Organize client events, on‑sites, and webinars, including materials, logistics, invitations, and follow‑ups
• When needed, support Client Engagement Managers and Directors on specific client accounts, assisting with user engagement efforts, collateral creation and other varied responsibilities.

• Bachelor’s degree required
• Minimum 2 years of experience in a client support, customer success, or client service role, in a SaaS environment
• Ability to take occasional meetings earlier in the day or later in the evening (7am EST or 8pm EST)
• Ability to travel up to 20% to client sites and for internal collaboration
• Experience handling support tickets through a help desk platform (e.g. Zendesk, Hub Spot, Freshdesk, Intercom or similar)
• Strong troubleshooting, problem‑solving and communication skills (written and verbal)
• Familiarity and comfortability with AI tools like Microsoft Co‑Pilot, Hub Spot Co‑Pilot, etc
• Self‑driven with the ability to manage multiple client issues and priorities in a fast‑paced, remote‑first work environment while using AI tools to make you more efficient in your role
• Empathetic, customer‑first mindset with a genuine desire to help people
• High attention to detail and excellent organizational skills
• Strong Excel and data manipulation skills, and familiarity with common tech industry tools (Jira, Confluence, Slack, Canva, Hub Spot, Wrike, etc)
• Familiarity with SaaS implementation and…