Customer Success Manager - West Region

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 your ideas lead to success

As a Customer Success Manager, you will support our clinical customers who have integrated our suite of products and solution portfolio, including Nurse Call, Voalte Mobile Solutions, Alert and Alarm Management, Medical Device Integration, Reporting and Analytic Solutions and our Real Time Locating Systems.

Our Customer Success Managers are passionate and strategic. They coordinate and lead optimal customer experience with connected products and drive value recognition (NPS, KLAS, etc.) through partnership and deep understanding of product-use and adoption. They listen to and learn from our customers, identify process improvements and root causes, and collaborate with partners to improve the overall experience throughout the customer lifecycle.

Preferred location is Mountain or Pacific time zone.

What you'll be Doing

• Own overall relationship with your assigned healthcare customers – increasing product adoption, ensuring retention, happiness, and product optimization of our connected healthcare solutions
• Elevate utilization and adoption of Baxter products in the customer’s organization
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Exercise strong clinical and hospital workflow acumen and partner with hospital leaders to create plans to achieve their goals using best and/or evidence-based practices.
• Collaboratively define critical success factors post implementation or upgrade. Consultatively delineate metrics for success, identifying potential barriers to success, making recommendations and connecting all to return on investment.
• Prepare and guide customers on new features and releases by coordinating and leading software upgrade projects, proactive review of release notes, assisting customers on their upgrade journey each year
• Maintain overall accountability for designated operational stability for the customer’s environment conducting periodic customer health-checks via site visits, routine conference calls, service history reviews, etc.
• Identify renewal risks, lead remediation, and collaborating with sales teams and internal customers to drive contract or product renewal.
• Generate customer success stories, white papers, posters, ambassadors and reference account activity and loyalty.
• Guide customer through organizational change, business initiatives and value assessments
• Collaborate productively with other customer-interacting teams like Marketing, Product, Sales, Customer Success, Support and others to ensure a connected experience for our customers

What you'll bring

• 4-year degree in a relevant field (business, healthcare, management, IT, etc.).
• Critical thinking and independently managing customers, issues, and resolutions is essential to this role
• 5+ years of healthcare-focused experience or support as wells as progressive experience in business or relationship management through Sales, Service, etc.
• High emotional intelligence and relationship building skills
• Experience with leading from the front – point person, organizing communications, meetings, and relevant content
• Extraordinary documentation skills
• Ability to travel, both planned and unplanned up to 50% of the time
• A high degree of Passion, Respect, Integrity, and Innovation

Highly Preferred

• Experience launching new clinical products
• Experience working with renewing healthcare products and software.
• Previous Experience in attaining sustained customer success
• Experience in change management

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