Customer Account Manager, Senior (Remote)
About the role
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 mission of protecting patients, TraceLink has 5 global offices, over 800 employees, and more than 1,700 customers in over 60 countries. The expanding product suite protects patients and enhances multi-enterprise collaboration through innovative applications such as MINT. TraceLink is recognized as an industry leader by Gartner and IDC, and for having a great company culture by Comparably.
The Senior Customer Account Manager (Track & Trace Agentic Business Processes) is responsible for protecting, growing, and strengthening TraceLink's Track & Trace customer relationships with the 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, 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 requiring hands-on executive relationship management, frequent on-site customer visits (up to 20% travel), and intentional territory planning. The CAM owns the complete commercial lifecycle including account strategy, renewals, compliance expansion, pipeline development, forecasting, and introduction of new Track & Trace and compliance-related Agentic Business Processes. Many customers simultaneously pursue a broader Supply Chain Agentic Business Process (SC ABP) transformation; in these situations, the CAM collaborates with the SC ABP sales organization while independently owning the T&T ABP commercial relationship.
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 primary commercial owner for the Track & Trace ABP commercialization journey across assigned portfolio
- 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 (AI-powered Sales assistant)
- Build trusted relationships with executive, business, compliance, supply chain, quality, and IT stakeholders
- Coordinate, prepare, and conduct CORs, 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 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 enabling 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 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
Requirements
- 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 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 qualifications
- 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