Senior Impact Manager - Customer Success

Helping Save More Lives

That’s our mission. It’s our business. We are seeking a team player who is  passionate about making a commitment to our mission and making it their business.

A Senior Impact Manager will play the lead role in helping our customers achieve success by leveraging and maximizing our lifesaving digital resuscitation education solutions to help save more lives from cardiac arrest.

RQI Partners, a partnership between the American Heart Association and Laerdal Medical, is growing and seeking qualified candidates to propel a bigger, bolder and trailblazing impact.  

We invite you to review the requirements of the position below. If this career opportunity to create and own how you will prepare, support and lead customers to their fullest potential to impact and improve cardiac arrest survival has piqued your interest, RQI Partners wants to hear from you.

Position Overview: 

• Coach/Lead- Develop and lead a high performing engaged team, coach for success by providing clear expectations and ongoing feedback, and effectively position internal and external resources for maximum results.
• New 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 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 system.
• Customer Health – Ensure the overall health of customers. 
• Implementation – Drive RQI Portfolio adoption through to, and including, successful implementation to drive the lifesaving mission.
• RQI Portfolio - Represent with high competence the complete RQI Portfolio in designated accounts.
• New, Renewals & Expansions – Ensure targets for new business, expansions, and renewals in designated accounts are met and ensure retention of learners/subscriptions.

Position Holder is Accountable For:  

• Team Development – Developing team members and ensuring they embrace and actively utilize the Strategic Driving Principles of RQI Partners, Breakthrough Thinking and customer success to achieve our life saving mission.
• 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. 
  • ABM Engagement - Conduct research and align with marketing peers on deployment of strategic marketing initiatives.
  • 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.
  • 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 effective and efficient sales management skills to ensure success and growth in assigned customer accounts.
  • Key Strategic Relationships – Strategically build key relationships and foster trust with the senior management of facilities and the relevant program administration and leadership contacts. 
• Program Introductions – Supporting the introduction of new Programs