Digital Health Customer Success, Sr Consultant

Vantive: A New Company Built On Our Legacy

Baxter is on a journey to separate our ~$5B Kidney Care segment into a standalone company. Vantive* will build on our nearly 70-year legacy in acute therapies and home and in-center dialysis to provide best-in-class care to the people we serve. We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us.

At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us are driven to help improve patients’ lives worldwide. Join us as we revolutionize kidney care and other vital organ support.

*Completion of the proposed separation of Kidney Care from Baxter into a standalone company (to be named Vantive) remains subject to the satisfaction of customary conditions.

About Baxter Kidney Care’s Digital Health Platform

Sharesource remote patient management platform is a two-way, digital health solution that enables healthcare professionals to stay connected with their home dialysis patients.

Sharesource is the most widely embraced digital health platform for home dialysis, available in 84 countries, which has helped lead more than 57 million home peritoneal dialysis (PD) treatments globally. The remote patient management platform allows healthcare providers to securely view their patients’ recently completed home dialysis-related treatment data that is automatically collected after each PD session. Healthcare professionals can then act on this information by remotely adjusting their patients’ home device settings without requiring them to make additional trips to the clinic.

For our CRRT Systems and Organ Support Therapies in the critical care environment, Baxter’s TrueVue is our suite of digital health solutions specifically developed to help intensive care units (ICU) gather the full potential of data. TrueVue Connect (an add-on digital communication module for the PrisMax 2) sends critical therapy information to the EMR, enabling automatic documentation into a flow sheet and helping nurses refocus time on patient care. TrueVue Therapy Management (an add-on for PrisMax 2) helps hospitals achieve their quality improvement goals.

The Digital Health Customer Success, Sr Consultant Role is a commercially oriented consultative role in our Global Digital Health organization. This position will be primarily responsible for driving post go-live customer success across the Baxter Kidney Care digital product portfolio. Additionally, this role serves as an invaluable feedback loop between our customers and our Global innovation and marketing teams.

Your Team

This position reports to the Vice President of Innovation & Global Marketing – PD, in the Chronic Business of Baxter Kidney Care. The individual will closely partner with the Digital Health presales & implementation team, as well as collaborate with region / country commercial teams.

What you'll be doing

Post-Live Customer Success Management:

• Practice a consultative approach to ensure customer end-users (e.g. nurses, physicians, BioMed) and patients are optimally using our digital products and realizing the value and benefits of our solutions.

• Help define “what success looks like” with customers, establish objective metrics of measuring progress, root-cause observed gaps, and find opportunities to accelerate progress

• Enable on-going customer success by proactively reviewing adoption and outcome metrics for digital products with end-users and leadership stakeholders and providing on-going training as appropriate.

• Establish credibility by developing a deep understanding of our digital solutions portfolio, clinical workflow and key stakeholder needs – which will help you ensure our solutions are well integrated and operationalized within the customer’s operational and technology ecosystem.

• Ensure high customer satisfaction and retention, and identify new opportunities for customers to benefit from embracing additional digital solutions and services

Influence Product Innovation

• Provide timely and meaningful feedback on digital product/service improvements based on customer feedback to Global Product Teams to shape product roadmaps

• Help the team prioritize innovation and product improvements, including analyses of customer impact and value proposition

What you'll bring

• Bachelor’s degree or equivalent

• Dialysis clinic operational experience preferred – e,g, as a Nurse Manager or Practice Manager

• Additional 3-5 years of experience supporting pre-sales, implementation, training, or post-live customer success management for digital products in Healthcare, MedTech or Life Sciences is strongly preferred

• Analytical and Process Excellence oriented; Six Sigma Green Belt or higher is a plus

• Experience in a consulting environment is preferred but not required

• Broad familiarity with key trends and domains in digital health, e.g. Cybersecurity, Data Privacy, Artificial Intelligence, Data Analytics

• Exceptional project management and organizational skills, and attention to detail

• Excellent communication skills; especially asking questions and listening.

• Problem-solving skills

Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

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 $136,000 to $187,000 annually. 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. This position may also be eligible for discretionary bonuses. 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.

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.

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