Leader, Customer Success - West Coast

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. 

Baxter’s products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work. 

Join us at the intersection of saving and sustaining lives— where your purpose accelerates our mission. 

Your Role at Baxter

THIS IS WHERE you build trust to achieve results!

As Baxter continues to establish itself as a leader in the digital and connectivity space within healthcare, we are seeking a subject matter authority to assist the Product Adoption and Customer Success team with solution standard methodologies, optimization planning and execution, and general product knowledge.

The Leader of Customer Success will have a proven record of solution-based configuration deployment and effective customer communication. Additionally, it is crucial to have a keen understanding of hospital IT systems, interoperability, and how IT systems impact clinical workflows.

This is a full-time remote position where up to 50% travel is expected. The position will cover the United States, where most of the time will be spent on the West Coast. The working hours are Monday-Friday, 8AM - 5PM.

What You'll Be Doing:

• Guide customers along their Baxter journey: This Lead will be heavily relied upon by the Customer Success team to find opportunities to align customer investments, including hardware/software not sold by Baxter, to improve outcomes for caregivers as we increase the technology in the hospital.
• Demonstrate the value of Baxter clinical software solutions: This position will be the face of Baxter in demonstrating Baxter Care Communication and Digital Health platforms to both existing and prospective customers. This individual should possess a very strong onsite presence in addition to outstanding virtual presentation skills.
• Uncover customer needs and position Baxter solutions: This individual should be highly skilled in uncovering and understanding each customer’s outstanding needs/challenges and possess the ability to position the accurate Baxter solution to help customers understand how Baxter solutions can solve their problems.
• Position Baxter to win: Baxter is uniquely positioned to win within the Healthcare Systems & Technology space. The candidate will be able to identify what’s achievable within a customer’s current product portfolio and help position the customer to get the most out of those investments, while assisting Sales groups in positioning relevant solutions that meet the customer’s needs.
• Collaborate with internal clinical and service partners to seamlessly serve shared accounts: This role requires team spirited collaboration with Baxter Clinical and Service teams to provide optimum and effective account coverage where this individual will work in a highly technical environment with many different team members of the account management team.
• Guide IT conversations through multiple phases of a customer journey. This position will require interfacing in (and in some cases leading) some conversations related to Sales, Implementation, and Technical Support in order to advocate for the customer’s technical needs and goals.
• Maintain industry and product knowledge: The Leader of Customer Success will stay ahead of current healthcare trends and technology. Confidently articulate the economic benefit for the hospital, detailed functionality, and benefits offering of each product line, how each product is best applied to meet emergent customer needs, and the benefits products will provide to both the patient and caregivers.
• Travel as the need arises to lead assigned territory and to attend regional/national meetings.

What You'll Bring:

• Bachelor’s degree in a business or healthcare-related field or 5 years of proven experience relating to clinical operations and/or process improvement initiates.
• Validated successful technical product/project management outcomes in multiple contexts
• Proficiency in understanding concepts and technologies and how they affect clinical end-users.
• Ability to provide mentorship for product deployment with strong abilities in product adoption, utilization, and workflow.
• Direct experience practicing in a clinical or clinical IT environment, with direct experience interacting with customer ‘C’ level management.
• Experience in enterprise product release and support processes.
• Highly customer focused.
• Effective influencing skills –ability to understand the needs of, and influence, personnel ranging from nurses to C-level decision-makers.
• Strong analytical skills - able to effectively understand how short-term goals lead into longer-term strategies for a customer
• Strong eye for business – able to understand customer economic drivers, structure solutions to meet needs, and reach pivotal goals, often outside the sales cycle
• Effective planning/interpersonal skills

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 our employees, and we strive to be more transparent with our pay practices. To that end, this position has a base salary range of $88,000 to $121,000. The above range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.

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.

EEO is the Law 
EEO is the law - Poster Supplement
Pay Transparency Policy

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.

Recruitment Fraud Notice

Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.