Impact Manager, Customer Success

RQI Partners is a mission-driven joint partnership between the American Heart Association and Laerdal Medical, transforming how resuscitation training is delivered so more people receive lifesaving care. We work across the healthcare landscape to ensure clinicians and lay responders are confident and competent — every patient, every time.

About the role

• Achieve targets for new order value.
• Manage allocated accounts in a customer-centric manner.
• Share customer best practices in RQI program adoption between customers.
• Use a consultative approach to achieve financial goals.
• Drive RQI Portfolio adoption through to successful implementation to advance the lifesaving mission.
• Build long-term meaningful relationships with designated customers, positioning RQI Partners as a trusted embedded element of the hospital system.
• Ensure the overall health of customers.
• Represent the complete RQI Portfolio with high competence in designated accounts.
• Meet targets for expansions and renewals in designated accounts, ensuring retention of learners and subscriptions.
• Act as an ambassador for the mission and methodology behind RQI Partners, engaging customer leadership in the RQI journey.
• Ensure mastery of the features, functionality, and value proposition of the RQI Portfolio.
• Ensure customers maximize the lifesaving potential of the RQI Portfolio.
• Build a network of champion customers for peer-to-peer referrals.
• Undertake successful implementations at customer sites, including training super users.
• Conduct research and align with marketing peers on strategic marketing initiatives.
• Ensure customers maximize adoption of the RQI Portfolio and renew their agreements.
• Achieve subscriber, subscription, and account revenue goals.
• Demonstrate effective sales management skills to lead assigned customer accounts.
• Strategically build key relationships and foster trust with senior hospital management and program administration contacts.
• Support the introduction of new programs and features to the RQI Portfolio.
• Assist designated accounts in understanding and reporting the value and cost savings of their RQI program.
• Ensure customers successfully use analytical tools to drive impact and demonstrate success to senior management.

Requirements

• Bachelor’s Degree in Business, Life Sciences, or related field. Combination of education and experience will also be considered for qualified applicants without a degree who meet the other requirements.
• Minimum of 5 years of experience in one or a combination of the following: field-based sales, account management, and/or relationship management with consistent achievement of business goals.
• Experience delivering education or training within a clinical environment is a plus.
• Travel as needed to manage customer accounts and meet with customers, with the possibility of overnight travel. Expectation is 3-4 high-quality in-person meetings per week; travel percentage varies by territory or region.
• Ability to lift and carry 70 pounds on a regular basis.
• Valid Driver’s License.

Pay

The estimated annual base salary for this position is $100,000–$105,000. This range does not include other compensation or benefits an individual may be eligible for. The salary offered depends on qualifications, education, certifications, years of relevant experience, and other factors.

Benefits

• Generous PTO and holidays
• Remote work environment (some positions require travel)
• Comprehensive medical, dental, and vision coverage
• HSA and FSA account options, with employer HSA contribution
• 401k with employer match and profit sharing
• Employee Assistance Program
• Tuition reimbursement
• Professional development opportunities
• Student loan repayment assistance
• Eligibility for annual bonus
• Wellness reimbursement program
• Pet insurance