Critical Account Lead
About The Position
As a Critical Account Lead, you will serve as the single point of accountability for Baxter's most complex customer escalations within the Care Communications Solutions business. This newly created role was designed to improve the customer experience when issues span multiple products, teams, or technologies. You'll partner closely with Technical Support, Product Management, R&D, Customer Success, Sales, and leadership teams to coordinate resolution efforts and ensure customers have a clear path forward. This is an opportunity to help build a new function, influence how critical customer situations are managed, and play a direct role in strengthening Baxter's relationships with healthcare customers.
Requirements
- Bachelor's degree in Healthcare, Information Technology, Business, Engineering, or a related field.
- 8+ years of experience in technical support, escalation management, technical account management, customer success, program management, or related customer-facing technical roles.
- Experience managing high-severity customer issues that require coordination across multiple teams, products, or business functions.
- Knowledge of healthcare technology environments, hospital IT operations, or medical device technologies.
- Experience working with networking technologies and HL7 integrations.
- Proficiency with program and case management tools such as ServiceNow, Salesforce, Smartsheet, Microsoft Project, or similar platforms.
- Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.
Responsibilities
- Own critical customer escalations from intake through customer stabilization, serving as the single point of accountability throughout the lifecycle.
- Triage incoming escalations, assess severity levels, and determine appropriate engagement and response plans.
- Lead cross-functional resolution teams across Technical Support, Product Management, R&D, Customer Success, Services, and Sales.
- Coordinate resolution activities for complex customer issues, including incidents that span multiple products, technologies, business units, and support organizations.
- Deliver executive-level status updates and escalation communications to internal stakeholders and customer leadership.
- Maintain escalation records, action plans, and status reporting within established systems and processes.
- Conduct post-incident reviews, document root causes, and identify opportunities to improve products, processes, and customer outcomes.
- Support the development of escalation criteria, critical account pathways, performance metrics, and scalable operational processes for the Critical Account Lead program.
Benefits
- medical and dental coverage that start on day one
- basic life insurance
- accident insurance
- short-term disability insurance
- long-term disability insurance
- business travel accident insurance
- Employee Stock Purchase Plan (ESPP)
- 401(k) Retirement Savings Plan (RSP)
- Flexible Spending Accounts
- educational assistance programs
- paid holidays
- paid time off ranging from 20 to 35 days based on length of service
- family and medical leaves of absence
- paid parental leave
- commuting benefits
- Employee Discount Program
- Employee Assistance Program (EAP)
- childcare benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
