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.
What You'll Do
- 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.
What You'll Bring
- 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.
We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $96,000 - $132,000.The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.
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.
US Benefits at Baxter (except for Puerto Rico)
This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees. For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site:
