Critical Account Lead

Baxter • Raleigh, NC

6d • Onsite

About The Position

This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride. Your Role at Baxter 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
• insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
• Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
• 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior