Make Your Move: Jenny DavisMarch 30, 2023
At Ascend, we strive to provide opportunities for employees to stretch their skills and advance their careers by moving among business segments, brands and teams — driving personal and team growth while creating a culture where people love what they do, take ownership and are empowered to pursue new career opportunities within the company so we “hire our own talent.”
Jenny Davis had served as director of client support for Ascend Learning brand MedHub for four-and-a-half years when she began reflecting on the possibility of pursuing new opportunities at Ascend. Eager to leverage her knowledge and experience into a new role, Jenny said Ascend’s values were her guiding principles when she decided to make her move and joined MedHub’s product team as a senior product manager.
Ascend Communications (AC): Tell us about your former role and how it helped prepare you to make your move.
Jenny Davis (JD): My former role was director of client support. My primary duties in that role were oversight of the support teams, strategic plans for supporting our clients and delivering on metrics such as net promoter score (NPS), customer satisfaction (CSAT), and how quickly an inquiry is resolved (resolution time). Working with the clients through support gave me firsthand knowledge of how they use the system, how they want to use the system and where the system could be improved.
AC: Tell us about your new role.
JD: My new role is senior product manager. I lead the development and lifecycle management of the product, which involves understanding client needs and market trends, defining the product vision and strategy, setting goals and prioritizing features, and working with cross-functional teams including engineering, design, marketing, and sales, to bring the product to market. My goal is to ensure that the product meets the needs of customers and achieves the desired business outcomes.
AC: How would you describe your former team?
JD: My former team is exceptional. Their loyalty and dedication to solving our clients’ inquiries is unapparelled. The success I am most proud of is increasing the net promoter score (NPS) from a 28 in 2019 to 48 in 2022.
AC: What was the process like making your move?
JD: I learned about the opening from the director of product management. I was attracted to this role because of the opportunity to learn a new role and use the knowledge I had gained from being the director of [client] support to help deliver an exceptional product. Everyone I spoke to, including my manager, peers and team members, were very supportive. They felt this would be a great fit for me with my experience. The application process was easy, and the interview process was simple.
AC: How would you describe the dynamic of your new team?
JD: My new team is also exceptional. They welcomed me with open arms and were very supportive and helpful. It took me a little while to learn new tools and processes, but I’m settled in and cruising right along. It has been a great experience learning this new role and seeing a different side of the business. You can never really appreciate what a person in another role does until you’ve been in their shoes.
AC: How would you describe the culture at Ascend?
JD: The culture at Ascend is best described through our values. Everyone at Ascend embodies our values and you can see this through their work and interactions.
AC: Do you have any words of encouragement to others who are considering making their move?
JD: Be courageous and embrace change — knowledge is power.
When team members move to new roles across Ascend, they grow their skills and stretch their capabilities within a company they already know, maintain their benefits and connections with colleagues, and teams gain an employee already invested in the work, mission and culture — one that can ramp up quickly and bring legacy knowledge to their new role. To learn more about career opportunities at Ascend, visit our Careers page.