Impact Manager

Impact Manager

Laerdal Medical Benefits Include:

• Generous PTO & Holidays
• Hybrid and Compressed Work Week (for operations-based roles only)
• Comprehensive Medical, Dental, and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Tuition Reimbursement
• Wellness Reimbursement Program
• Professional Development Opportunities
• Pet Insurance
• Subsidized Cafeteria in NY based office

Position Overview:

The Impact Manager plays a key role in driving customer success by building trusted relationships and guiding clients in the effective use of Laerdal's digital solutions. This role focuses on onboarding, training, and strategic account development to ensure customer satisfaction, retention, and growth. Acting as the customer's advocate, the Impact Manager collaborates cross-functionally to resolve issues, support change initiatives, and identify opportunities for expansion.

Responsibilities:

Customer Success & Retention

• Optimize customer use of Laerdal's digital platforms to drive renewals and expansion
• Develop tailored success plans aligned with customer goals
• Monitor progress and outcomes to ensure satisfaction and loyalty

Training & Onboarding

• Deliver initial and ongoing training (onsite or remote) based on customer needs
• Guide new users through onboarding for a smooth product adoption
• Support understanding of product features and enhancements

Relationship Management

• Build and maintain strong relationships with assigned accounts
• Serve as the primary point of contact for inquiries and support
• Conduct regular check-ins to gather feedback and identify improvement opportunities

Change Management

• Lead structured change initiatives to support customer transitions
• Help individuals and teams adopt new solutions to achieve desired outcomes

Account Growth & Advocacy

• Identify upsell and cross-sell opportunities in collaboration with sales
• Develop reference accounts to advocate for Laerdal's digital solutions

Issue Resolution & Support

• Address customer concerns by working cross-functionally with internal teams
• Proactively identify and resolve challenges to prevent churn

Insights & Reporting

• Track key metrics such as usage, health scores, and renewal rates
• Provide regular reports to customers and internal stakeholders

Customer Advocacy

• Represent the customer voice within the organization
• Share feedback to inform product and service improvements

Requirements:

• Bachelor's degree in Business, Education, Technology, or a related field
• 3+ years of experience in Customer Success or Account Management, preferably in medical, education, or tech industries
• Strong communication and presentation skills in English
• Knowledge of simulation pedagogy, curriculum design, and educational methodologies
• Experience with simulation tools and learning management systems (LMS) preferred
• Willingness to travel up to 20%; flexible to work evenings/weekends as needed
• Valid driver's license required

Salary Range: $100,000 - $110,000, eligible for 9% annual bonus

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, but not limited to; the qualifications of the individual applicant for the position, location, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.

Laerdal Medical Corporation is committed to provide equal employment opportunities to all applicants and employees without regard to race, color, citizenship status, religion, sex, sexual orientation, gender identity, martial status, age, genetic information, status as an individual with a disability, status as a protected veteran or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.