Baxter International Inc. — пациенттерге, медицина қызметкерлеріне және денсаулық сақтау саласындағы ұйымдарға арналған медициналық өнімдер, технологиялар мен емдеу әдістерін әзірлейтін жаһандық денсаулық сақтау және өндірістік компания. Оның қызметі адамдардың дені сау әрі ұзақ өмір сүруін қолдауға, заманауи медициналық көмектің өзгеріп отыратын талаптарына жауап беруге және өмірді сақтап қалу әрі оны қолдау миссиясын ілгерілетуге бағытталған шешімдерді қамтиды.
Senior Healthcare Technology Critical Account Lead at Baxter (Remote - North Carolina)
Lead complex customer escalations for Baxter’s healthcare technology business, guiding issues from intake through stabilization. Coordinate technical and business teams while strengthening escalation processes and customer outcomes.
Сипаттама
- Manage critical customer escalations from initial intake through stabilization
- Evaluate incoming escalations, determine severity, and define response and engagement plans
- Direct cross-functional resolution teams spanning Technical Support, Product Management, R&D, Customer Success, Services, and Sales
- Coordinate responses to complex issues involving multiple products, technologies, business units, and support organizations
- Provide executive-level updates and escalation communications to internal stakeholders and customer leaders
- Keep escalation records, action plans, and status reports current within established systems and processes
- Lead post-incident reviews, document root causes, and identify improvements to products, processes, and customer results
- Help develop escalation criteria, critical-account pathways, performance measures, and scalable operating practices for the Critical Account Lead program
Талаптар
- Bachelor’s degree in healthcare, information technology, business, engineering, or a related discipline
- At least 8 years of experience in technical support, escalation management, technical account management, customer success, program management, or another customer-facing technical role
- Track record managing high-severity customer issues that require coordination across teams, products, or business functions
- Understanding of healthcare technology settings, hospital IT operations, or medical device technologies
- Experience with networking technologies and HL7 integrations
- Proficiency in program and case management platforms such as ServiceNow, Salesforce, Smartsheet, Microsoft Project, or comparable tools
- Authorization to work for any employer in the United States
Артықшылықтар
- Medical and dental coverage begins on the first day
- Basic life insurance
- Accident insurance
- Short-term disability coverage
- Long-term disability coverage
- Business travel accident insurance
- Employee Stock Purchase Plan offering company stock at a discount
- 401(k) retirement savings plan with employee contributions and company matching
- Flexible Spending Accounts
- Educational assistance programs
- Paid holidays
- Paid time off of 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
- Childcare benefits
- Reasonable accommodations for individuals with disabilities