Critical Account Lead

Job not on LinkedIn

🔥 1 minute ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

💵 $96k - $132k / year

⏰ Full Time

🟠 Senior

💰 Account Manager

👻 Ghost score 0%

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Baxter International Inc.

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

🏭 Manufacturing

⚕️ Healthcare Insurance

💰 Grant on 2021-04

Healthcare • Manufacturing • Healthcare Insurance

Baxter International Inc. is an innovative, global healthcare leader that offers advanced products, technologies, and therapies to support people in leading healthier, longer lives. The company is committed to meeting the challenges faced by patients, clinicians, and customers in the evolving healthcare landscape, emphasizing resilience and a mission to save and sustain lives.

📋 Description

• Own critical customer escalations from intake through customer stabilization • Triage incoming escalations, assess severity levels, and determine 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 spanning 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 in established systems and processes • Conduct post-incident reviews, document root causes, and identify opportunities to improve products, processes, and customer outcomes • Support development of escalation criteria, critical account pathways, performance metrics, and scalable operational processes for the Critical Account Lead program

🎯 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 requiring 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 • Must be authorized to work for any employer in the United States

🏖️ Benefits

• Medical and dental coverage starting 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) with discounted company stock • 401(k) Retirement Savings Plan with 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 • Reasonable accommodations for individuals with disabilities