The Strategic Account Manager oversees key customer accounts, drives engagement with the BaxterPredict platform, coordinates cross-functional teams, and manages customer relationships to ensure satisfaction and growth.
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
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.
- 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.
- 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.
- 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.
- Monitor support ticket trends and SLA compliance.
- Align Baxter ticket priorities with contractual agreements (e.g., MSA terms).
- 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.
- 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.
- 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.
Similar Jobs
Artificial Intelligence • Fintech • Machine Learning • Mobile • Payments • Retail • Software
Lead mid-market and enterprise grocery accounts to drive retention, growth, and expansion. Onboard retailers, run monthly reviews, interpret data into reports and case studies, coordinate cross-functional teams, and proactively mitigate churn.
Legal Tech • Other • Professional Services • Real Estate • Business Intelligence • Consulting • Financial Services
Lead strategic account growth for cyber and risk consulting by developing executive relationships, executing account plans, driving cross-sell/renewals, coordinating multi-discipline advisory teams, and managing pipeline, forecasts, and account health to expand integrated cyber, risk, privacy, and resilience services.
Top Skills:
ExcelMicrosoft PowerpointMicrosoft WordSalesforce
Fintech • Financial Services
8-month Strategic Account Manager (SAM) training program preparing candidates for Account Manager roles. Learn credit underwriting, account management, dealer relationship building, analytics, and issue resolution. After training, manage dealer territory, support programs and incentives, liaise with internal teams, analyze dealer data, and travel within assigned territory. Requires travel, weekend availability during onboarding, relocation after training, and a valid driver's license.
Top Skills:
Microsoft Copilot
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
