Customer Account Management, Senior (French or Italian speaker)

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

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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

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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

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sales organization while independently owning the

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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

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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 Co