Customer Success Manager - West Region

Customer Success Manager

Employment Type: Full time

Position Overview

At Baxter, we are deeply connected by our mission to save and sustain lives. Every role at Baxter contributes to positively impacting people worldwide, fostering a sense of purpose as our work improves outcomes for millions of patients. Baxter's products and therapies are utilized in hospitals globally, clinics, and homes. With over 85 years of pioneering medical innovations, Baxter transforms healthcare. We strive to create a collaborative environment where employees are happy, successful, and inspire one another. Join us at the intersection of saving and sustaining lives, where your purpose accelerates our mission.

Your Role at Baxter

As a Customer Success Manager, you will support our clinical customers who have integrated our suite of products and solution portfolio. This includes 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 experiences with connected products, driving value recognition (NPS, KLAS, etc.) through partnership and a deep understanding of product use and adoption. They actively listen to and learn from customers, identify process improvements and root causes, and collaborate with partners to enhance the overall customer lifecycle experience.

Preferred location: Mountain or Pacific time zone.

Responsibilities

• Own the overall relationship with assigned healthcare customers, focusing on increasing product adoption, ensuring retention, customer happiness, and product optimization of our connected healthcare solutions.
• Elevate the utilization and adoption of Baxter products within the customer’s organization.
• Establish trusted, strategic advisor relationships with each assigned client and drive continued value from our products and services.
• Exercise strong clinical and hospital workflow acumen, partnering with hospital leaders to create plans that achieve their goals using best or evidence-based practices.
• Collaboratively define critical success factors post-implementation or upgrade.
• Consultatively delineate metrics for success, identify potential barriers, make recommendations, and connect all efforts to return on investment.
• Prepare and guide customers on new features and releases by coordinating and leading software upgrade projects, proactively reviewing release notes, and assisting customers throughout their annual upgrade journey.
• Maintain overall accountability for the operational stability of the customer’s environment through periodic customer health-checks, site visits, routine conference calls, and service history reviews.
• Identify renewal risks, lead remediation efforts, and collaborate with sales teams and internal customers to drive contract or product renewal.
• Generate customer success stories, white papers, posters, ambassador programs, and reference account activity and loyalty.
• Guide customers through organizational change, business initiatives, and value assessments.
• Collaborate productively with other customer-interacting teams such as Marketing, Product, Sales, Customer Success, and Support to ensure a connected customer experience.

Requirements

• 4-year degree in a relevant field (business, healthcare, management, IT, etc.).
• Critical thinking and the ability to independently manage customers, issues, and resolutions are essential to this role.
• 5+ years of healthcare-focused experience or support, along with progressive experience in business or relationship management through Sales, Service, etc.
• High emotional intelligence and strong relationship-building skills.
• Experience in leading from the front, acting as the point person, and organizing communications, meetings, and relevant content.
• Extraordinary documentation skills.