Customer Account Manager, Senior

TraceLink is hiring a Senior Customer Account Manager to own the commercial journey for Track & Trace Agentic Business Processes across an assigned customer portfolio. The role focuses on retaining and expanding customer relationships, managing renewals and sales opportunities, and coordinating with customers and internal teams to support compliance and supply chain transformation.

Responsibilities:

• 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
• 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
• 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 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
• 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
• 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

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 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
• 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
• 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