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.