Customer Account Manager, Senior

tracelinkinc; Massachusetts; On-site; USD 120,000 - 180,000; Full time

Job summary

TraceLink is seeking a Senior Customer Account Manager (Track & Trace Agentic Business Processes) to protect, grow, and strengthen relationships with Track & Trace customers. You will own the commercial lifecycle of the T&T ABP journey, including strategy, renewals, and expansion, partnering with cross-functional teams to maximize value.

This field-based role requires executive relationship management, regular on-site visits, and strategic territory planning to drive sustained revenue growth and

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.

Job description

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, qu