Impact Manager, Customer Success

About the role

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. Founded in 2018, we’re growing fast and looking for people passionate about making an impact.

Responsibilities

• 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, and including, successful implementation in order to drive the lifesaving mission
• Build long-term meaningful relationships with designated customers, with the goal of them seeing RQI Partners as a trusted embedded element of the hospital system
• Ensure the overall health of customers
• Represent with high competence the complete RQI Portfolio in designated accounts
• Ensure that targets for expansions/renewals in designated accounts are met and ensure retention of learners/subscriptions
• Act as ambassador for the “why” and “how” behind the RQI Partners mission of saving more lives and engaging customer leadership in joining the RQI journey
• Ensure their own mastery of the features, functionality, and value proposition related to the RQI Portfolio
• Ensure that customers in designated accounts maximize the opportunities for helping save lives in using RQI Partners portfolio
• Build a network of champion customers for peer-to-peer referral resources
• Undertake successful implementations at customer sites and super users
• Conduct research and align with marketing peers on deployment of strategic marketing initiatives
• Ensure customers maximize the adoption of the RQI Portfolio in the designated accounts and ensure assigned accounts renew their agreement
• Achieve subscriber, subscription, and account revenue goals
• Demonstrate the effective and efficient sales management skills to ensure the effective leadership in assigned customer accounts
• Strategically build key relationships and foster trust with the senior management of hospitals and the relevant program administration contacts
• Support the introduction of new Programs and features to the Program Portfolio
• Assist designated accounts in understanding and reporting the value and cost savings of their RQI program
• Ensure customers successfully use all of the analytical tools available so they can drive impact while showing evidence of success to their senior management

Requirements

• Bachelor’s Degree in Business, Life Sciences, or related field; combination of education/experience will also be considered for qualified applicants without degree who meet the other requirements
• Minimum of 5 years involving one or combination of the following positions: field-based sales, account management, and/or relationship management with consistent achievement of business goals
• Experience delivering education/training within a clinical environment a plus
• Ability to lift and carry 70 pounds on a regular basis
• Valid Driver’s License

Schedule

• Travel as needed to effectively manage customer accounts and meet with customers, with the possibility for overnight travel when necessary
• Expectation is 3–4 high-quality in-person meetings per week with travel percentage varying based on territory or region

Pay

The estimated annual base salary for this position is $100,000–$105,000. The salary offered depends on a variety of factors, which may include the qualifications of the individual applicant for the position, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.

Benefits

• Generous PTO & Holidays
• Remote work environment (some positions require travel)
• Comprehensive Medical, Dental and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Employee Assistance Program
• Tuition Reimbursement
• Professional Development Opportunities
• Student Loan Repayment Assistance
• Eligibility for Annual Bonus
• Wellness Reimbursement Program
• Pet Insurance