Senior Customer Account Manager

Position Summary

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.

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 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

Required Experience

• 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.