Customer Support Account Manager

Exceptional People. Hard Problems. Meaningful Careers. Big Impact.

Nowhere else can you touch as many life-changing medical technologies. At Forj Medical, we work side by side with more than 100 medical device companies from startups to global giants to bring life-enhancing technologies to market. Working with us means solving hard problems with extraordinary people in a collaborative work environment. Join us.

As a Customer Support Account Manager, you are more than a point of contact. As the architect of the client experience, you are a strategic partner to our clients and a critical link in our internal supply chain. You go beyond providing standard support to manage high-level escalations and intricate problem solving, leveraging technical product knowledge to foster lasting brand loyalty. We are looking for a proactive professional who can turn complex logistical challenges into seamless, successful resolutions.

Key Responsibilities & Impact

• Strategic account management: Serve as the primary advocate for key accounts, managing special requests and delivering personalized support to maintain high-trust partnerships.
• Supply chain orchestration: Partner closely with the Supply Chain and Production teams to maintain real-time accuracy on customer orders, proactively communicating changes to ensure our partners are never caught off guard.
• Data integrity & ERP management: Own the end-to-end order lifecycle within our ERP (Epicor) system—from account creation and precise purchase order entry to timely delivery of formal order acknowledgments.
• Quality & contract review: Execute rigorous contract reviews for incoming orders, ensuring all technical specifications and logistical requirements align with our quality management system (QMS).
• Complex problem solving: Lead the resolution of escalated inquiries and action items, collaborating across functional areas to provide definitive solutions for our clients.
• Commercial support: Drive business growth by creating and delivering detailed, accurate customer quotes provided by our Sales team and supporting the Sales team with account-specific insights.

Who You Are

• A precision communicator: You possess exceptional written and verbal skills, with the ability to distill complex technical or logistical updates into professional, clear, and firm business correspondence.
• A calm navigator: You thrive in fast-paced environments and can handle multiple complex inquiries simultaneously with a positive, solutions-oriented mindset.
• An independent problem solver: You take ownership of your accounts and understand how to implement corrective actions while knowing exactly when to collaborate with the broader team for maximum impact.
• Technical & systems savvy: You are comfortable navigating integrated software environments to drive data-driven results.

Required

Qualifications

• Education: 4-year degree in a business or related technical field or professional experience providing equivalent knowledge and skills
• Experience: Minimum of 5 years in a B2B customer support or account management role
• Software proficiency:
• Hands-on experience with ERP systems (Epicor preferred)
• Familiarity with CRM platforms (e.g., Salesforce)
• High proficiency with the Microsoft Office Suite (Word, Excel, Outlook)
  

Preferred: Experience in a manufacturing or medical device environment

EEO Statement

Forj Medical provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Employment Requirement

Must be authorized to work in the United States.

Compensation And Total Rewards Package

The salary range for this position is outlined below under "Job Details" and is dependent upon the individual's skills, experience, qualifications, and applicable employment laws. Beyond base salary, Forj offers a competitive Total Rewards Package. We offer health, dental, vision, 401K plans, and time off programs. You may also be eligible to participate in an annual bonus program which depends on various factors, including, individual and organizational performance.