[Hiring] Senior Customer Account Manager @TraceLink

Role Description

The Senior Customer Account Manager (Track & Trace Agentic Business Processes) is responsible for protecting, growing, and strengthening TraceLink's Track & Trace customer relationships with our most valuable customers. Serving as the primary commercial owner for the Track & Trace Agentic Business Process (T&T ABP) commercialization journey across an assigned portfolio of customers, the Senior CAM helps customers maximize the value of their serialization, compliance, and digital compliance operations while expanding adoption of TraceLink's Track & Trace platform, compliance solutions, and Track & Trace-related Agentic Business Processes.

This is an outside sales/field-based role that requires hands-on executive relationship management, frequent on-site customer visits, and intentional territory planning.

Key Responsibilities

• Drive Outside Sales & On-Site Strategic Engagement
• Execute Field-Based Account Strategies: Proactively manage a high-touch, outside sales model with regular travel to customer sites to build intimacy, establish presence, and drive strategic initiatives.
• Lead In-Person Executive Sessions: Plan, coordinate, and lead high-impact, face-to-face Customer Operational Reviews (CORs), Executive Business Reviews (EBRs), commercial planning sessions, and strategic account reviews with C-suite and senior leaders.
• Build On-Site Relationships: Establish deep, trusted relationships across geographically dispersed teams, engaging on-site with business, compliance, supply chain, quality, and IT stakeholders.
• Own the Track & Trace ABP Commercial Journey
• Serve as the primary commercial owner for the Track & Trace ABP commercialization journey across an assigned portfolio of customers.
• Develop and execute long-term account strategies that maximize customer value, recurring revenue, and commercial growth.
• Develop and maintain comprehensive account plans using TraceLink's WISE operating platform (an AI-powered Sales assistant).
• Build trusted relationships with executive, business, compliance, supply chain, quality, and IT stakeholders.
• Coordinate, prepare, and conduct Customer Operational Reviews (CORs), Executive Business Reviews (EBRs), commercial planning sessions, and strategic account reviews.
• Develop deep expertise in each customer's Track & Trace operating model, compliance processes, business priorities, and digital transformation initiatives.
• Protect and Expand the Compliance Business
• Develop and execute renewal strategies that maximize customer retention and long-term customer value.
• Build and maintain a healthy pipeline of renewal, Track & Trace expansion, compliance expansion, and Track & Trace ABP opportunities sufficient to achieve assigned business objectives.
• Identify, qualify, and close expansion opportunities across the Track & Trace portfolio.
• Position Track & Trace-related Agentic Business Processes that improve compliance execution, operational efficiency, and customer business outcomes.
• Position additional compliance capabilities including MINT Serialized Shipment, POET Compliance Exceptions, and future compliance-related products and services.
• Build business cases demonstrating operational, compliance, and financial value.
• Execute targeted commercial campaigns that reinforce TraceLink's differentiated value proposition.
• Execute Commercial Excellence
• Execute opportunities using TraceLink's commercial methodology and sales process.
• Apply disciplined MEDDPICC qualification throughout the opportunity lifecycle to improve opportunity quality and forecast predictability.
• Maintain accurate forecasts, account plans, opportunity strategies, customer engagement plans, and commercial documentation within WISE and CRM.
• Ensure pipeline hygiene by maintaining accurate opportunity stages, close dates, next steps, qualification criteria, account strategies, and forecast commitments.
• Utilize TraceLink value frameworks, business value tools, and commercial assets to execute consistent customer engagement and opportunity progression.
• Participate in forecast reviews, opportunity reviews, account strategy reviews, and business operating cadences.
• Partner on Supply Chain Transformation
• Identify customer initiatives involving broader supply chain transformation, operational digitalization, or AI-enabled operations.
• Introduce qualified Supply Chain ABP opportunities supported by documented customer objectives, business value hypotheses, executive stakeholder alignment, and MEDDPICC qualification.
• Partner closely with SC ABP teammates to coordinate customer engagement while maintaining ownership of the Track & Trace ABP commercialization journey.
• Present a unified TraceLink commercial strategy that enables customers to pursue both commercialization journeys simultaneously.
• Protect Customer Success
• Proactively identify commercial, operational, competitive, and customer health risks.
• Coordinate internal resources to resolve customer issues and protect recurring revenue.
• Collaboratively partner closely with Customer Success, Professional Services, Product Management, Marketing, Solution Consulting, and Support to ensure successful customer outcomes.
• Represent customer priorities internally and advocate for customer success across the organization.

Success Measures

• T&T Revenue Retention (Gross Revenue Retention)
• T&T Expansion Annual Recurring Revenue
• Successful Introduction of Track & Trace Agentic Business Processes
• Acquisition of Customer Operational Reviews (CORs) and Executive Business Reviews (EBRs)
• Qualified Supply Chain ABP Opportunity Referrals
• Forecast Accuracy
• Pipeline Hygiene and Commercial Process Compliance
• Effective Adoption of WISE Commercial Methodology and MEDDPICC

Qualifications

• 6-10+ years of proven outside sales, field-based enterprise account management, strategic account development, or enterprise software sales experience managing tier-1 key accounts.
• Demonstrated track record in an outside sales model, including a history of travel (up to 20%) to conduct face-to-face meetings, host on-site EBRs, and build executive rapport in person.
• Experience managing complex strategic customer relationships.
• Demonstrated success protecting and expanding recurring software revenue.
• Experience engaging executive business and IT stakeholders.
• Strong commercial negotiation, opportunity qualification, forecasting, and account planning skills.
• Experience utilizing CRM systems and structured commercial sales methodologies.
• Proven record establishing collaborative internal cross-functional relationships.
• Excellent written, verbal, and executive communication skills.

Preferred Experience

• Life sciences, healthcare, supply chain, ERP, or enterprise SaaS experience.
• Knowledge of pharmaceutical compliance, serialization, or supply chain operations.
• Experience using MEDDPICC or similar enterprise opportunity qualification methodologies.
• Experience working in cross-functional enterprise commercial organizations.

Core Competencies

• Outside Sales & Territory Management
• Field Presence & On-Site Executive Engagement
• Executive Relationship Management
• Strategic Account Planning
• Commercial Negotiation
• Customer Business Acumen
• Enterprise SaaS
• Consultative Selling
• Business Value Selling
• MEDDPICC Opportunity Qualification
• WISE Commercial Methodology
• Pipeline & Forecast Management
• Cross-Functional Leadership
• Executive Communication & Presentation

What Success Looks Like

Successful Senior Customer Account Managers serve as the trusted commercial leaders for the Track & Trace ABP commercialization journey. They consistently retain and expand TraceLink's Track & Trace business, introduce new Track & Trace and compliance-related Agentic Business Processes, execute disciplined commercial processes, maintain predictable forecasts and high-quality pipelines, and identify strategic Supply Chain ABP opportunities. By combining strong customer relationships with operational excellence, they collaborate seamlessly across the organization to maximize long-term customer value across both commercialization journeys while delivering predictable business results.

Benefits

• Competitive compensation and benefits.
• Estimated base salary range: $114,900 - $152,600 USD.