Account Manager

BioTouch; Raleigh (NC); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, Vision after 30 days

401(k) with company match

Employee Assistance Program

Referral bonus

Job summary

BioTouch in Raleigh, NC seeks an Enterprise Account Manager to own long-term relationships with high-volume clients, ensuring satisfaction and growth across existing accounts. You’ll manage day-to-day account activities, service needs, pricing, and coordination with internal teams.

This role emphasizes hands-on operations—orders, billing, quality issues, and product changes—while strategic growth and executive relationships sit atop this foundation.

Qualifications

• 5-7 years of account management with a heavy operational/logistics component.
• Experience in order management, supply chain, or fulfillment operations.
• Healthcare, diagnostics, or medical device industry preferred but not required.
• Experience managing multiple high-stakes accounts concurrently.
• Familiarity with ERP/order-management systems (NetSuite or similar).
• Comfort learning ticketing/issue-tracking tools (e.g., Jira).
• Proficient Microsoft Office (Outlook, Excel, PowerPoint, Teams).
• Ability to coordinate multiple internal systems for order, inventory and quality tracking.

Responsibilities

• Own day-to-day account management responsibilities including service, product, and pricing needs.
• Ensure orders ship correctly and billing issues are resolved.
• Coordinate with Distribution, Production, Quality, Finance, and Engineering on changes.
• Monitor account health metrics and proactive retention/growth actions.
• Lead client meetings and quarterly business reviews with executive stakeholders.

Skills

Account management

Operations

Logistics coordination

ERP systems

Jira

Microsoft Office

Communication with executives

Problem solving

Tools

NetSuite

Jira

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!

Why You'll Love This Job

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 escape.


• 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

Skills & Qualifications

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!

Job Number: 178969