Customer Account Manager, Senior

Company overview:

TraceLink is the world’s largest Agentic Business Network, enabling life sciences and healthcare companies to build and manage a scalable digital workforce of governed, no-code AI agents that execute and coordinate mission-critical supply chain operations alongside human teams. Powered by the Integrate-Once™ OPUS platform, TraceLink links more than 300,000 network participants, enabling multi-enterprise processes at global scale.

Founded in 2009 with the simple mission of protecting patients, today Tracelink has 5 global offices, over 800 employees and more than 1700 customers in over 60 countries around the world. Our expanding product suite continues to protect patients and now also enhances multi-enterprise collaboration through innovative new applications such as MINT.

Tracelink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.

Senior Customer Account Manager (Track & Trace Agentic Business Processes)

Position Summary

The Senior Customer Account Manager 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.

The Senior CAM owns the complete commercial lifecycle of the T&T ABP journey, including customer strategy, renewals, compliance expansion, pipeline development, forecasting, and the introduction of new Track & Trace and compliance-related Agentic Business Processes that improve compliance, productivity, and operational performance.

This is an outside sales/field-based role that requires hands-on executive relationship management, frequent on-site customer visits, and intentional territory planning. The CAM owns the complete commercial lifecycle of the T&T ABP journey, including account strategy, renewals, compliance expansion, pipeline development, forecasting, and the introduction of new Track & Trace and compliance-related Agentic Business Processes that improve compliance, productivity, and operational performance.

Many customers will simultaneously pursue a broader Supply Chain Agentic Business Process (SC ABP) transformation journey. In these situations, the CAM works collaboratively with the SC ABP sales organization while independently owning the T&T ABP commercial relationship, ensuring customers experience a coordinated commercial engagement across both commercialization journeys.

This role is ideal for a consultative enterprise account manager who excels at developing executive relationships, managing complex customer portfolios, executing disciplined commercial processes, and driving long-term customer value.

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

The Senior Customer Account Manager is measured on:

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 Revi