Account Manager

Job Description

Job Description

Our Mission:
Touch Lives. Improve Outcomes. BioTouch is a single-source, international provider for all mission-critical kitting and logistics needs. We partner with a wide range of medical facilities and healthcare providers to bring a higher level of care to healthcare delivery. Simply put, we are doing our part in the healthcare specialty logistics arena!

The Role:
The Enterprise Account Manager is responsible for managing the long-term relationship of high-volume clients to ensure client satisfaction and consistent growth with existing accounts. The Enterprise Account Manager will become the primary owner of the day to day account management responsibilities that include all service, product, pricing needs as well as strategic growth and development.
Here's what matters to understand upfront: This is not primarily a "growth and relationship" role. Most of your time is hands-on operational management—ensuring orders ship correctly, billing gets resolved, quality issues are handled, and product changes get coordinated with internal teams. Strategic account growth and executive relationship management sit on top of this daily operational ownership, not instead of it. Responsibilities Your Impact:

• Order & Fulfillment Operations
• Order tracking and management: You're the primary contact for day-to-day order status, tracking shipments, handling quantity corrections, managing replacements, and resolving missing or incorrect kit issues before they become client problems.
• Logistics coordination: You work directly with distribution, freight, and carrier teams (FedEx, UPS, CH Robinson). You'll troubleshoot shipping delays, coordinate carrier scheduling, manage return-label (RSL) issues, and manage bills of lading. This happens daily.
• Invoicing and AR reconciliation: You monitor and resolve billing discrepancies—PO/pricing mismatches, duplicate invoices, credit memo requests—in coordination with Finance/AR. You'll catch billing problems that clients miss and proactively fix them before they escalate.
• Product Change Coordination
• Change control routing: You route Change Control Requests (CCRs), BOM revisions, and new kit specification requests through internal Engineering and Quality approval processes (often including DocuSign).
• Build-plan coordination: You coordinate with Distribution/Production teams to ensure approved changes get scheduled and delivered on time.
• Client translation: You translate what clients actually need into technical specifications and shepherd the request through internal approval without letting it stall.
• Account Relationship & Strategic Work
• Account transitions: You manage the handoff after implementation and ensure early success metrics are being hit.
• Account health monitoring: You forecast and track account metrics, recognize early indicators of dissatisfaction, and proactively engage to retain and grow accounts.
• Trusted advisor relationships: You build relationships with client stakeholders and maintain strong partnerships with internal teams (Distribution, Production, Quality, Finance, Engineering).
• Strategic growth: You collaborate with Sales on account strategy, bundled solutions, and year-end pricing/contract renewals.
• Cross Functional You will regularly work with our internal Distribution & Logistics, QC, Production, Sales, and Engineering teams

Required Skills What You Bring:

• 5-7 years of Account management with a heavy operational/logistics component
• Order management, supply chain, or fulfillment operations
• Healthcare, diagnostics, or medical device industry (preferred but not required)
• Experience managing multiple concurrent high-stakes accounts
• Working knowledge of ERP/order-management systems (ideally NetSuite or similar)
• Comfort learning ticketing/issue-tracking tools (e.g., Jira)
• Expert-level Microsoft Office (Outlook, Excel, PowerPoint, Teams)
• Ability to learn and use multiple internal systems for order, inventory, and quality tracking
• Work under pressure in a fast-paced environment where re-prioritization is constant
• High-volume, concurrent work management/ simultaneous order/billing/quality threads without dropping priority items.
• Problem-solving at the intersection of customer relationships and logistics.
• Demonstrated ability to lead client meetings and QBRs at the executive level with minimal supervision
• Excellent written and verbal communication — you'll communicate with C-level clients and manage complex technical conversations with internal teams
• Keen perception of arising issues with proven ability to resolve them swiftly

What You’ll Get:
Medical, Dental, Vision after 30 days
HSA and PPO plans available
Company paid Life Insurance, AD&D, and Long Term Disability
401(k) with generous company match after 90 days
Supplemental Voluntary Benefits like Short Term Disability, Critical Illness, Accident, and Hospital Indemnity
Employee Assistance Program
$500 Referral Bonus Available!