Impact Manager, Customer Success

To Help Save More Lives

[Employer] 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. Learn more about the role below!

Please note we are only accepting applications in New York City, NY, Syracuse, NY, Albany, NY, and Rochester, NY.

This position will be posted for a minimum of five (5) calendar days and may remain open until a sufficient pool of qualified applicants has been identified.

Position Overview:

• 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 [Employer] program adoption between customers.
• Consultative Methodology– Use a consultative approach to achieve financial goals.
• Implementation– Drive [Employer] 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 [Employer] Portfolio adoption through to, and including, successful implementation in order to drive the lifesaving mission.
• [Employer] Portfolio –Represent with high competence thecomplete [Employer] Portfolio in designated accounts.
• Renewals & Expansions- Ensure that targets for expansions/renewals in designated accounts are met and ensure retention of learners/subscriptions.

Position Holder is Accountable For:

• 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 [Employer] journey.
• Program Competence –Ensuring their own mastery of the features, functionality, and value proposition related to the [Employer] 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 [Employer] 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 [Employer] 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.

Required Skills & Competencies:

• 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
• 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.

The estimated annual base salary for this position is $100,000-$105,000. Please note that this range does not include any other compensation or benefits that an individual may be eligible for. 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.

RQIP Benefits Include:

• 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

Originally posted on [Employer]