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.

This role focuses on driving the adoption of the RQI Portfolio, managing customer accounts, and achieving sales and mission-driven goals.

Responsibilities

• Achieve targets for new order value and ensure the overall health of customers.
• Manage allocated accounts in a customer-centric manner, building long-term meaningful relationships with designated customers.
• Share customer best practices in RQI program adoption between customers.
• Use a consultative approach to achieve financial and mission-driven goals.
• Drive RQI Portfolio adoption through to successful implementation to support the lifesaving mission.
• Represent the complete RQI Portfolio with high competence in designated accounts.
• Ensure targets for expansions, renewals, and retention of learners/subscriptions are met.
• Act as an ambassador for the RQI mission, engaging customer leadership in joining the RQI journey.
• Ensure mastery of the features, functionality, and value proposition of the RQI Portfolio.
• Ensure customers maximize the opportunities for helping save lives using the RQI Portfolio.
• Build a network of champion customers for peer-to-peer referral resources.
• Undertake successful implementations at customer sites and with super users.
• Conduct research and align with marketing peers on deployment of strategic marketing initiatives.
• Ensure customers maximize adoption of the RQI Portfolio and renew their agreements.
• Achieve subscriber, subscription, and account revenue goals.
• Demonstrate effective and efficient sales management skills to lead assigned customer accounts.
• Strategically build key relationships and foster trust with senior management of hospitals and relevant 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 all available analytical tools to drive impact and show 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 a degree who meet the other requirements.
• Minimum of 5 years of experience in one or a 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 is a plus.
• Travel as needed to effectively manage customer accounts and meet with customers, with the possibility for overnight travel. Expectation is 3-4 high-quality in-person meetings per week, with travel percentage varying based on 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 that an individual may be eligible for. The salary offered depends on factors such as qualifications, education, certifications, and years of relevant experience.

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