Enterprise Account Manager (Medical Device)

Airspace

25d•$100,000 - $120,000

About The Position

Airspace is a tech-enabled freight forwarder that’s redefining how the world’s most critical packages are delivered. Headquartered in Carlsbad, California, Airspace has employees who are based around the world. Our European headquarters is in Amsterdam, The Netherlands. As a recognized leader in AI and machine learning, our team leverages data and patented technology to coordinate logistics across a global network of drivers and airlines. Our goal is to deliver those packages that are truly mission-critical in a way that is faster, more transparent, more secure, and more accountable than ever before. The items we deliver range from organs for transplant, to parts for critical machinery including grounded aircraft and highly sensitive components such as semiconductors. Airspace has been rated one of America’s best Startup Employers, listed as one of CNBC’s Disruptor 50 companies, and featured as an Innovation and Disruption leader by CBS News. Airspace has the support of leading investors such as Telstra Ventures, HarbourVest Partners, Defy Partners, DBL Partners, and Scale Ventures. To date the company has raised more than $140m. The company is growing rapidly and serving more places around the world than ever before. We are looking for passionate, motivated individuals who want to make an IMPACT every day to help us execute on our mission of reshaping the world of time-critical logistics. The Account Manager – (Medical Device) is a senior, customer-facing role within Airspace’s Healthcare Revenue organization, responsible for the day-to-day management, execution, and growth of a defined portfolio of enterprise Medical Device customers. They report to the Director, Enterprise Sales and Account Management. This role serves as the primary owner of ongoing customer experience, the primary champion of the Airspace’s operational execution to support our customers, and a facilitator of general hygiene across assigned accounts. They play a critical role in expanding existing relationships, identifying growth opportunities, and ensuring customers realize consistent value from Airspace’s services while serving as the connective tissue between customers and Airspace’s internal teams. This role requires strong judgment, executive communication skills, operational rigor, and the ability to manage complex enterprise relationships.

Requirements

5–10+ years of enterprise account management or customer success experience or equivalent experience at a Med Device or similar healthcare company serving in a logistics / supply chain role.
Experience supporting large, complex B2B customers.
Strong skillset with excel, business intelligence tools (looker power BI, etc), and slides
Experience working with data to drive service improvements cross functionally
Strong operational acumen and problem-solving skills.
Comfortable managing escalations and difficult conversations.
Operate with high ownership, urgency, and accountability
Maintain a strong point of view on what “excellent” looks like and actively drive toward it.
Deploys growth-mindset in everything they do and is eager for feedback.
Excited to join a high-growth and evolving company that is disrupting an industry.
Comfortable working with high accountability at a distributed, highly remote company with remote customers and daily interactions

Nice To Haves

Experience in healthcare, medical device, logistics, or regulated environments preferred.

Responsibilities

Serve as primary day-to-day point of contact for assigned enterprise customers.
Partners with the Director, Enterprise Sales and Account Management to create account strategies and execution rhythms and then drives the execution of said strategies.
Executes rhythm of business customer-facing and internal motions (ad preps materials) to drive account strategies and service excellence for their assigned accounts.
Deploys GTM S&O, and CBO, where needed to aid in best-in-class creation of materials and narratives to clients
Build trusted relationships with customer operational and commercial stakeholders.
Maintain deep understanding of customer clinical workflows, distribution models, and service expectations.
Represent Airspace with executive presence, logistics / MD expertise, and confidence in all customer interactions.
Maintain best-in-class account documentation, stakeholder maps, and service context; provide regular, concise, proactive updates to Sales leadership (from Director, Enterprise Sales and Account Management, to SVP, to MD to CEO) on account health, risks, and opportunities.
Coordinate with Operations, DriverOps, and Support teams to drive fast resolution of critical service issues (typically not at the order-level, but sometimes may be).
Communicate clearly and professionally with customers during incidents.
Travel to customer sites for new logo onboardings and major expansions when needed.
Support onboarding planning in partnership with Director, Enterprise Sales and Account Management, SVP, and Operations.
Own the operational execution and adoption of all approved expansions.
Ensure customer training, documentation, and readiness activities are completed
Drive revenue and margin performance for assigned accounts.
Monitor volume trends, pricing behavior, and margin performance.
Partner with Pricing, Finance, and Director, Enterprise Sales and Account Management to mitigate margin risk and support sustainable growth.
Surface and shape expansion opportunities with Director, Enterprise Sales and SVP (new regions, service types, dedicated fleets, on-demand usage).
Execute rollout and adoption of new services or lanes.