Customer Account Management

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.

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 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+ 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.
• Native proficiency in French or Italian and excellent English communication skills required.

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.

In addition to listed base pay, total compensation includes commission, bonus, and benefits.

TraceLink is committed to providing competitive compensation and benefits to all employees. This is the estimated base salary range for this role and should serve only as a guide. Final compensation offered may vary based on a variety of factors including but not limited to experience level, fit for the role, skills, domain knowledge, internal equity, budget, and location.

EMEA Pay Range€70.000—€95.000 EUR

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