Director, Customer Impact

Remote, US

This posting will close on June 24, 2024.

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.

RQI Partners is a partnership between the American Heart Association and Laerdal Medical. 

We invite you to review the requirements of the position below. If this career opportunity has piqued your interest, RQI Partners wants to hear from you.

Helping Save More Lives. — Our Mission, Our Business.

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

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.
  • Sales management - Demonstrate effective and efficient sales management skills and business acumen to ensure team achieves sales goals. 
  • 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 by acting as the primary point of contact and managing issues when they arise and ensuring conclusion.
  • 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.

Position Holder Is Accountable For:

  • Sales Goals - Achieving revenue goals.
  • Weekly, monthly and quarterly reporting of team results, performance metrics for field team and action plans to reach targets.
  • Business Planning – Provide input to business planning, and clearly communicate the plans to the team.
  • 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 and educate administrators and super users.
  • 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 and features to the Program Portfolio

Required Skills and Competencies

  • Bachelor’s Degree in Business, Life Sciences, or related field. 
  • Minimum of 15 years involving one or combination of the following positions: field-based sales, account management, and/or relationship management with consistent achievement of business goals.
  • Proven leadership skills, both in direct management and successfully influencing cross functionality across an organization 
  • Minimum of 2 years of progressive and successful experience leading a team of sales professionals to achievement of business goals.
  • Experience and in-depth knowledge of generating and negotiating proposals and contracts
  • Experience delivering education/training within a clinical environment a plus.
  • Travel as needed to effectively manage customer accounts with possibility for overnight travel when necessary.

The estimated annual base salary for this position is $140,000 to $150,000. Please note 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.


Job Profile


United States


401k with Employer Match & Profit Sharing Comprehensive Medical, Dental and Vision Eligibility for Annual Bonus Employee Assistance Program Generous PTO & Holidays HSA & FSA Account Options Pet Insurance Professional development opportunities Remote work environment Student Loan Repayment Assistance Tuition reimbursement Wellness Reimbursement Program


Analytical tools Business Planning Consultative Methodology Customer Account Management Customer Success Implementation Relationship building Sales Goals Sales Management

  • Achieve revenue goals
  • Achieve Sales Goals
  • Act as program ambassador
  • Assist with ROI reporting
  • Build customer network
  • Build relationships with customers
  • Develop and lead a high performing team
  • Develop team members
  • Drive program adoption
  • Ensure customer health
  • Ensure customer success
  • Manage customer accounts
  • Meet new business targets
  • Represent RQI Portfolio
  • Share best practices
  • Undertake implementations

Business IT Related Field


Some positions require travel