Customer Account Manager, Senior

Company overview:

Trace Link 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, Trace Link 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.

The Senior Customer Account Manager is responsible for protecting, growing, and strengthening Trace Link’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 Trace Link’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.

• 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,…