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; escalate 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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