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

This position focuses on driving the adoption of the RQI Portfolio, building long-term customer relationships, and achieving sales and mission-driven goals within designated accounts.

Responsibilities

• Achieve targets for new order value and account revenue goals.
• Manage allocated accounts in a customer-centric manner, ensuring overall customer health and retention of learners/subscriptions.
• Use a consultative approach to drive RQI Portfolio adoption through successful implementation, acting as an ambassador for the RQI mission.
• Build and maintain long-term relationships with designated customers, positioning RQI Partners as a trusted element of the hospital system.
• Ensure mastery of RQI Portfolio features, functionality, and value proposition to effectively represent the portfolio in customer accounts.
• Support customers in maximizing the lifesaving potential of the RQI Portfolio and ensure successful program adoption and renewals.
• Develop a network of champion customers for peer-to-peer referrals and undertake successful implementations at customer sites.
• Conduct research and align with marketing peers on strategic marketing initiatives.
• Assist customers in understanding and reporting the value, cost savings, and return on investment of their RQI program.
• Ensure customers successfully use analytical tools to drive impact and demonstrate success to senior management.
• 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.

Requirements

• Bachelor’s Degree in Business, Life Sciences, or related field. A combination of education and experience will also be considered for qualified applicants without a degree.
• 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/training within a clinical environment is a plus.
• Ability to travel as needed to manage customer accounts, with an expectation of 3-4 high-quality in-person meetings per week. Overnight travel may be required depending on territory.
• 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. The salary offered depends on factors such as qualifications, education, certifications, and years of relevant experience.

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.