Critical Account Lead

Zvh; Raleigh (NC); On-site; USD 96,000 - 132,000; Full time

Job summary

Baxter is seeking a Critical Account Lead to own the most complex customer escalations within the Care Communications Solutions business. You’ll partner with Technical Support, Product Management, R&D, Customer Success, Sales, and leadership to coordinate resolution across products and teams.

You will help build a new function, influence how critical situations are managed, and strengthen relationships with healthcare customers.

Qualifications

• 8+ years of experience in technical support, escalation management, customer success, program management, or related customer-facing technical roles.
• Experience managing high-severity customer issues across multiple teams, products, or 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.

Responsibilities

• Own critical customer escalations from intake through customer stabilization, as the single point of accountability throughout the lifecycle.
• 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, including incidents spanning multiple products, technologies, and business units.
• 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 development of escalation criteria, critical account pathways, performance metrics, and scalable operational processes.

Skills

Technical support

Escalation management

Customer success

Program management

Cross-functional coordination

Education

Healthcare

Information Technology

Business

Engineering

Tools

ServiceNow

Salesforce

Smartsheet

Microsoft Project

Job description

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.

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.

US Benefits at Baxter (except for Puerto Rico)

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.

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 upon location, skills and expertise, experience, and other relevant factors.

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.

Equal Employment Opportunity Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

Know Your Rights: Workplace Discrimination is Illegal Reasonable Accommodations Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

No matter your role at Baxter, your talent, skills, and time has a direct impact on people’s lives.

Since 1931, we have been at the forefront of innovation by bringing smarter, more personalized care to patients around the world. Now, we’re more determined than ever to make a lasting impact as we are redefining healthcare delivery across the care journey. Our Mission to Save and Sustain Lives motivates us as we create a culture in which each of us can succeed. This is where you belong.