Senior Customer Account Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Safeguard, enhance, and cultivate Track & Trace customer relationships within a designated portfolio.

• Oversee the entire commercialization lifecycle of Track & Trace Agentic Business Processes, which includes account strategy, renewals, compliance expansion, pipeline development, forecasting, and the introduction of new products and processes.

• Implement field-based account strategies that involve regular travel to customer locations.

• Facilitate in-person Customer Operational Reviews, Executive Business Reviews, commercial planning sessions, and strategic account evaluations.

• Establish trusted connections with executive, business, compliance, supply chain, quality, and IT stakeholders.

• Create and sustain account plans utilizing TraceLink’s WISE operating platform.

• Cultivate expertise in Track & Trace operating models, compliance processes, priorities, and digital transformation initiatives among customers.

• Develop renewal, expansion, compliance, and Track & Trace ABP pipelines; identify, qualify, and secure expansion opportunities.

• Position Track & Trace Agentic Business Processes and compliance capabilities, including MINT Serialized Shipment and POET Compliance Exceptions.

• Construct business cases that illustrate operational, compliance, and financial value.

• Execute TraceLink’s commercial methodology and adhere to the MEDDPICC qualification process.

• Maintain precise forecasts, account plans, opportunity strategies, customer engagement plans, documentation, and pipeline hygiene within WISE and CRM.

• Engage in forecast, opportunity, account strategy, and business operating reviews.

• Identify and refer qualified Supply Chain ABP opportunities.

• Collaborate with the Supply Chain ABP sales organization to synchronize customer engagement while retaining Track & Trace ownership.

• Recognize customer health and commercial risks, coordinate internal resources to address issues, and safeguard recurring revenue.

• Work in tandem with Customer Success, Professional Services, Product Management, Marketing, Solution Consulting, and Support.

• Represent customer priorities within the organization and advocate for customer success.

• Achieve retention, expansion ARR, successful ABP introductions, CORs/EBRs, qualified referrals, forecast accuracy, pipeline hygiene, and compliance with commercial processes.

⛳️ Requirements

• 6–10+ years of demonstrated outside sales, field-based enterprise account management, strategic account development, or enterprise software sales experience managing tier-1 key accounts.

• Experience in an outside sales model, which includes up to 20% travel for face-to-face meetings, on-site EBRs, and building executive rapport.

• Proven experience in managing complex strategic customer relationships.

• Track record of success in protecting and expanding recurring software revenue.

• Experience in engaging executive business and IT stakeholders.

• Strong skills in commercial negotiation, opportunity qualification, forecasting, and account planning.

• Background in utilizing CRM systems and structured commercial sales methodologies.

• Established record of fostering collaborative internal cross-functional relationships.

• Excellent written, verbal, and executive communication skills.

• Preferred: experience in life sciences, healthcare, supply chain, ERP, or enterprise SaaS.

• Preferred: knowledge of pharmaceutical compliance, serialization, or supply chain operations.

• Preferred: familiarity with MEDDPICC or similar enterprise opportunity qualification methodologies.

• Preferred: experience within cross-functional enterprise commercial organizations.

• Core competencies include outside sales and territory management, field presence and on-site executive engagement, executive relationship management, strategic account planning, commercial negotiation, customer business acumen, enterprise SaaS, consultative selling, business value selling, MEDDPICC, WISE Commercial Methodology, pipeline and forecast management, cross-functional leadership, and executive communication and presentation.

🏝️ Benefits

• Competitive compensation.

• Benefits.