Critical Account Lead

Baxter International Inc.

. Own critical customer escalations from intake through customer stabilization .

Posted 10/2/2026full-timeRemote • North Carolina • United StatesSenior💰 $96,000 - $132,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing critical customer escalations and coordinating cross-functional teams to resolve complex issues. Proficient in healthcare technology environments and skilled in utilizing program and case management tools to enhance customer outcomes.

Highest-signal resume keywords

Escalation ManagementTechnical SupportCustomer SuccessProgram ManagementHealthcare Technology Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Account ManagementHigh-Severity Issue ManagementHL7 IntegrationsNetworking TechnologiesRoot Cause Analysis

Soft Skills

Cross-Functional LeadershipCommunicationProblem-SolvingStakeholder Engagement

Tools & Technologies

ServiceNowSalesforceSmartsheetMicrosoft Project

Industry Keywords

HealthcareInformation TechnologyMedical Device TechnologiesHospital IT Operations

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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