Baxter Planning
Strategic Account Manager
Position Overview
The Strategic Account Manager (SAM) is the primary owner of the strategy and executive-level relationship for a defined portfolio of key customer accounts. This individual is accountable for maintaining and growing customer value, managing strategic initiatives, driving adoption and engagement of the BaxterPredict platform, and ensuring customer satisfaction and retention. Acting as the quarterback of the account, the SAM will lead cross-functional collaboration across Sales, Professional Services, Planning, Support, and Customer Success to deliver an exceptional customer experience and drive long-term account success.
Purpose, Scope and Responsibilities Account Ownership & Relationship Management
Serve as the single point of accountability for assigned strategic accounts
Build and maintain strong executive and champion-level customer relationships
Develop plan for and coordinate internal stakeholder communication to enable a ‘one team’ approach to serving the customer
Track customer tech stack and competitive landscape to identify whitespace and partnership opportunities
Own general contract oversight responsibilities
Strategic Planning & Value Realization
Build and maintain a comprehensive Account Strategy, incorporating insights from customer relationship management, market/competitive landscape trends, identified whitespace opportunities, and internal stakeholder feedback
Maintain a 12–24-month view of customer business objectives aligned with Baxter’s roadmap and ensure BaxterPredict platform is enabling target outcomes
Support preparation and facilitation of executive level business reviews (held either quarterly or bi‑annually)
Define, measure, and track customer value realization and ensure alignment with initial sale value proposition and customer needs
Commercial & Growth Enablement
Partner with Sales to identify and close account expansion opportunities (renewals, upsell)
Coordinate discussions around commercial terms, pricing, and SOW adherence
Track frequency of Change Requests (CRs) to inform upsell opportunities
Participate in product tier discussions and drive Baxter University adoption and certification
Program & Project Oversight
Maintain an active list of all in-flight projects, initiatives, and service engagements
Monitor status, deadlines, risks, and interventions; elevate where needed
Ensure timely execution of Project and Consulting engagements and flag budget slips, Scope Creep or CR needs
Support project transitions from development to delivery; validate deployment success
Customer Support & Technical Coordination
Monitor support ticket trends and SLA compliance
Align Baxter ticket priorities with contractual agreements (e.g., MSA terms)
Internal Leadership & Cross-Functional Collaboration
Act as gatekeeper and advocate for all internal coordination for assigned accounts
Intervene in internal misalignments or escalations to keep customer initiatives on track
Collaborate with Product Marketing on customer‑facing initiatives and release communication
Maintain internal health metrics to assess account risk and opportunity
Customer Engagement & Advocacy
Drive participation in case studies, reference programs, sponsorships, and customer events
Guide customer participation in Baxter‑led events and learning programs
Identify training and education efforts; determine when requests made by customer for additional training / education should be billable
Job Requirements
10+ years in a customer‑facing role, preferably in SaaS, Professional Services, or Strategic Account Management
Strategic thinker with high business acumen and customer empathy
Excellent written and verbal communication skills, including executive presence
Strong project management and cross‑functional coordination skills
Proven ability to manage enterprise or strategic accounts with complex, multi‑threaded relationships
Experience with Salesforce or other CRM/account planning tools
Familiarity with service agreements, change management processes, and value tracking
Ability to learn and scale various IT/AI tools to drive process/reporting efficiencies
Bachelor’s degree in Business, Technology, or related field
Domestic and/or international travel required
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Purpose, Scope and Responsibilities Account Ownership & Relationship Management
Serve as the single point of accountability for assigned strategic accounts
Build and maintain strong executive and champion-level customer relationships
Develop plan for and coordinate internal stakeholder communication to enable a ‘one team’ approach to serving the customer
Track customer tech stack and competitive landscape to identify whitespace and partnership opportunities
Own general contract oversight responsibilities
Strategic Planning & Value Realization
Build and maintain a comprehensive Account Strategy, incorporating insights from customer relationship management, market/competitive landscape trends, identified whitespace opportunities, and internal stakeholder feedback
Maintain a 12–24-month view of customer business objectives aligned with Baxter’s roadmap and ensure BaxterPredict platform is enabling target outcomes
Support preparation and facilitation of executive level business reviews (held either quarterly or bi‑annually)
Define, measure, and track customer value realization and ensure alignment with initial sale value proposition and customer needs
Commercial & Growth Enablement
Partner with Sales to identify and close account expansion opportunities (renewals, upsell)
Coordinate discussions around commercial terms, pricing, and SOW adherence
Track frequency of Change Requests (CRs) to inform upsell opportunities
Participate in product tier discussions and drive Baxter University adoption and certification
Program & Project Oversight
Maintain an active list of all in-flight projects, initiatives, and service engagements
Monitor status, deadlines, risks, and interventions; elevate where needed
Ensure timely execution of Project and Consulting engagements and flag budget slips, Scope Creep or CR needs
Support project transitions from development to delivery; validate deployment success
Customer Support & Technical Coordination
Monitor support ticket trends and SLA compliance
Align Baxter ticket priorities with contractual agreements (e.g., MSA terms)
Internal Leadership & Cross-Functional Collaboration
Act as gatekeeper and advocate for all internal coordination for assigned accounts
Intervene in internal misalignments or escalations to keep customer initiatives on track
Collaborate with Product Marketing on customer‑facing initiatives and release communication
Maintain internal health metrics to assess account risk and opportunity
Customer Engagement & Advocacy
Drive participation in case studies, reference programs, sponsorships, and customer events
Guide customer participation in Baxter‑led events and learning programs
Identify training and education efforts; determine when requests made by customer for additional training / education should be billable
Job Requirements
10+ years in a customer‑facing role, preferably in SaaS, Professional Services, or Strategic Account Management
Strategic thinker with high business acumen and customer empathy
Excellent written and verbal communication skills, including executive presence
Strong project management and cross‑functional coordination skills
Proven ability to manage enterprise or strategic accounts with complex, multi‑threaded relationships
Experience with Salesforce or other CRM/account planning tools
Familiarity with service agreements, change management processes, and value tracking
Ability to learn and scale various IT/AI tools to drive process/reporting efficiencies
Bachelor’s degree in Business, Technology, or related field
Domestic and/or international travel required
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