Impact Manager, Customer Success

RQI Partners is a mission-driven joint partnership between the American Heart Association and Laerdal Medical that transforms how resuscitation training is delivered. The Impact Manager, Customer Success will manage designated hospital accounts, drive RQI Portfolio adoption and implementation, build strategic customer relationships, and achieve renewal, expansion, and revenue goals.

Responsibilities:

• Order Value – Achieve the targets for new order value
• Customer Account Management - Manage allocated accounts in a customer centric manner
• Best Practices - Share customer best practices in RQI program adoption between customers
• Consultative Methodology – Use a consultative approach to achieve financial goals
• Implementation – Drive RQI Portfolio adoption through to, and including, successful implementation in order to drive the lifesaving mission
• Relationships – Build long term meaningful relationships with designated customers, with the goal of them seeing RQIP as a trusted embedded element of the hospital system
• Customer Health – Ensure the overall health of customers
• Implementation – Drive RQI Portfolio adoption through to, and including, successful implementation in order to drive the lifesaving mission
• RQI Portfolio – Represent with high competence thecomplete RQI Portfolio in designated accounts
• Renewals & Expansions - Ensure that targets for expansions/renewals in designated accounts are met and ensure retention of learners/subscriptions
• Program & Mission – Act as ambassador for the “why” and “how” behind the RQIP mission of saving more lives and engaging customer leadership in joining the RQI journey
• Program Competence – Ensuring their own mastery of the features, functionality, and value proposition related to the RQI Portfolio
• Customer Success - Ensuring that customers in designated accounts maximize the opportunities for helping save lives in using RQIP portfolio
• Customer Champions – Build a network of champion customers for peer to peer referral resources
• Implementations – Undertaking successful implementations at customer sites and super users
• ABM Engagement - Conduct research and align with marketing peers on deployment of strategic marketing initiatives
• Program Adoption (Expansions) & Renewals- Ensuring customers maximize the adoption of the RQI Portfolio in the designated accounts and ensure assigned accounts renew their agreement
• Sales Goals - Achieving subscriber, subscription, and account revenue goals
• Sales management - Demonstrating the effective and efficient sales management skills to ensure the effective leadership in assigned customer accounts
• Key Strategic Relationships – Strategically build key relationships and foster trust with the senior management of hospitals and the relevant program administration contacts
• Program Introductions – Supporting the introduction of new Programs and features to the Program Portfolio
• Return on Investment - Assisting designated accounts in understanding and reporting the value and cost savings of their RQI program
• Analytical Tools - Ensuring 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
• 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
• Ability to lift and carry 70 pounds on a regular basis
• Valid Driver's License
• Experience delivering education/training within a clinical environment a plus