Client Engagement Specialist (Account Manager / Customer Success - Schaumburg, IL or Remote

AQI Client Engagement Specialist

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The American Society of Anesthesiologists (ASA) team provides education, resources, and advocacy to help our members improve the experience and safety of patients in their care. You can be a part of this important workjoin more than 160 change-makers, collaborators, and advocates as we continually work towards excellence.

We live our core values of collaboration, dedication, commitment, and improvement every day. And we know that diversity in the way we look, think, learn, and live makes everything ASA does better. Our policies, culture, and people strengthen this commitment every day. As a result, ASA has been named one of the Best and Brightest Companies to Work For in Chicago and the Nation for the past ten years.

ASA offers flexible hybrid work arrangements, a "dress for your day" mindset, generous time off, plus professional development and educational benefits, so you can write your own story. What's more because ASA is a professional associationnot a corporationwe value performance over profits.

Be part of a collaborative, caring community.

Position Summary:

The Anesthesia Quality Institute (AQI) was established by the American Society of Anesthesiologists (ASA) in 2008 to facilitate practice-based quality management through education and quality data feedback. The AQI is a Patient Safety Organization (PSO) and home to NACOR, the largest anesthesia registry in the world. NACOR is also a Qualified Registry (QR) and Qualified Clinical Data Registry (QCDR).

The Client Engagement Specialist serves as the primary relationship manager and trusted advisor for healthcare organizations participating in AQI's registry and data reporting programs. This position is responsible for ensuring customers achieve maximum value from AQI's software, registry, benchmarking, and analytics solutions through effective onboarding, education, engagement, and ongoing support.

Working closely with clinical, operational, and quality leaders, the Client Engagement Specialist promotes product adoption, improves data quality and submission performance, facilitates the use of actionable insights, and helps customers achieve their quality improvement and regulatory reporting objectives.

The role is critical to maintaining high customer satisfaction, supporting customer retention, and fostering long-term partnerships that advance patient care and organizational performance.

Primary Position Responsibilities:

Serve as a primary point of contact for registry participants to support onboarding, customer tracking, data submission, and general inquiries.

Proactively assist practices in understanding registry benefits/value, data, reports, and analytics to support quality improvement initiatives and data use goals.

Coordinate and lead the onboarding process for new registry participants, including project planning, implementation guidance, account setup, data submission readiness, and transition to ongoing support to ensure a successful program launch.

Develop and deliver training programs, webinars, demonstrations, and individualized coaching for registry participants to promote product adoption, increase user proficiency, and support effective use of AQI reports, benchmarking tools, and analytics.

Support client education on regulatory programs, including CMS quality payment programs (e.g., MIPS) and associated reporting requirements.

Serve as a subject matter expert and partner with internal teams to address participant needs and improve service delivery.

Track and analyze client engagement and product success metrics and identify opportunities for improved participation and satisfaction.

Develop educational materials, user guides, and communications for registry participants.

Support business development and customer retention initiatives by collaborating with prospective participants, assisting with product demonstrations and customer presentations, contributing to contract renewal activities, and helping identify opportunities to expand participation in AQI programs and services.

Maintain documentation and standard operating procedures for client engagement processes.

Collaborate cross-functionally with ASA teams (e.g., Marketing, Membership, Education, Business Development) to ensure consistent messaging and alignment on participant-facing initiatives.

Ability to perform work in alignment with ASA core values: Dedication, Collaboration, Commitment to Excellence, Continuous Improvement.

Position Qualifications:

Bachelor's degree in healthcare administration, health policy, public health, or related field preferred.

Minimum 3 years of experience in support or customer service roles. Previous experience in sales, education, or promotion is a plus.

Exceptional interpersonal and communication skills (written and oral), listening, and problem-solving skills with the ability to build trust and rapport.

Familiarity with user account administration and troubleshooting web-based applications.

Proficiency in Microsoft 365 tools required.

Experience with ticketing systems (e.g., Atlassian) preferred.

Familiarity with CRM tools (e.g., Microsoft Dynamics, Salesforce) is a plus.

Proven ability to manage multiple priorities simultaneously in a fast-paced environment.

Strong organizational skills, problem solving skills, and attention to detail.

Demonstrated ability to work collaboratively with diverse teams and stakeholders.

ASA Benefits:

As part of the health care community, we offer a full slate of health, financial, and wellness benefits to support personal and family needs, including quality medical, dental, and vision insurance at a reasonable cost, 401K match, a free fitness center, breastmilk shipping, CALM subscription, volunteer committees, employee resource groups, and much more. More detailed benefits information can be found at:

ASA Compensation Philosophy:

ASA conducts market analysis of its positions, ensuring the compensation is comparable with jobs of the same level, skills, and abilities. Additionally, ASA believes in the importance of pay equity and consider internal equity of our current team members as part of any final offer. ASA strives to be transparent with our pay practices both internally and externally.

Position Compensation:

This position is an exempt/salaried position. The target hiring pay range for this position is: $65,000 to $78,000 annually. This position is not eligible for a yearly bonus/incentive.

Compensation decisions consider a wide range of factors, including but not limited to relevant experience, skills, certifications, business needs, and organizational policies.

EEOC:

ASA is an Equal Opportunity Employer of Minorities, Females, Individuals with Disabilities, and Veterans that values the strength diversity brings to our workplace. Decisions affecting employment are considered without regard to disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected characteristic.

Environment:

While performing the duties of this job, the employee regularly works in an office environment with light noise. Work may be frequently interrupted. The employee will spend most of the workday sitting, computing, and talking/hearing. May require lifting (boxes) in the 10-25 lb. range requiring the ability to bend at the waist and knee.

Travel Required:

Yes. Under 10% air travel required.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.