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Network Program Manager - Trade Partner and Customer Engagements

TraceLink

TraceLink

Customer Service, Operations
Wilmington, MA, USA
Posted on Thursday, February 8, 2024

Company overview:

TraceLink’s software solutions and Opus Platform help the pharmaceutical industry digitize their supply chain and enable greater compliance, visibility, and decision making. It reduces disruption to the supply of medicines to patients who need them, anywhere in the world.

Founded in 2009 with the simple mission of protecting patients, today Tracelink has 8 offices, over 800 employees and more than 1300 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.

Overview

The Network Program Manager is responsible for engaging our customers’ trade partners through documentation, meetings and webinars to drive TraceLink solution usage to enable our customers to orchestrate supply chain operations across the TraceLink Network. They will lead and develop a program centered around these engagements and the supporting processes, documentation and marketing.

The Network Program Manager will focus on:

  • Collaborating with customers to gather their feedback about their trade partner priorities and marry it with network data to prioritize the trade partner outreach

  • Collecting information about network participants to determine the best methods of engagement and transaction capabilities

  • Engaging with network participants on behalf of our customers through one-on-one meetings, marketing materials, webinars and supporting artifacts to demonstrate the benefits of TraceLink solutions

  • Creating metrics and KPIs to report to internal and external stakeholders on a regular basis

  • Creating and refining supporting artifacts to help network participants understand the functionality and benefits of the TraceLink solutions

  • Working closely with a cross-functional TraceLink team and the customers to fine tune the methodologies to ensure program success.

Responsibilities

  • Develop and continuously improve the partner engagement program to make it a streamlined, scalable and repeatable process as our customer base grows for each relevant solution.

  • Work closely with customers to develop a plan to prioritize and trade partner engagements to optimize collaboration outcomes

  • Engage our customers’ trade partners on behalf of our customers through the defined program and drive product usage for our supply chain orchestration solutions. These programs and projects may be of a global nature.

  • Create and track metrics and KPI in order to report successes and improvements to key internal and external stakeholders on program/project status, risks, issues, and outlook.

  • Ensure the timely and accurate financial status of programs to establish a baseline of effort to help determine where efficiencies and profitability can be achieved in the process.

  • Set up programs/projects in TraceLink’s professional services software solution and perform accurate and timely maintenance of key program/project administrative data such as timesheets, program/project status (R/A/G status), timelines, program/project milestones, risks, etc.

  • Manage activities of other TraceLink resources (Project Managers, Technical Consultants, Network Success Managers, service partners, etc.) to ensure program and project activities are completed efficiently.

  • Provide clear, effective, and timely internal and customer-facing communications, escalation paths, and processes.

  • Manage cross-functional, cross-product awareness and coordination of the customer’s service experience, priorities, and needs.

  • Contribute to Solution Implementation & Services best practices.

  • Achieve specific customer satisfaction measures on your assigned projects.

  • Collaborate closely with the Solution Center of Excellence, Customer and Community Engagement, Sales and Product Management teams to innovate on how to most effectively engage partners and drive usage, and provide product feedback.

  • Stay current with industry trends, regulations and TraceLink product releases.

Essential Qualifications and Skills

  • Fluent in written and spoken English. Additional language skills may be required depending on geographic assignment.

  • BS/BA degree or equivalent experience. MBA or graduate degree in an applicable field is preferred.

  • PMP, PRINCE2, or other Project Management certification.

  • 3 - 4+ years of project management experience in customer-facing roles delivering software and other technology solutions.

  • Willingness and ability to travel domestically and internationally as needed (up to 50% travel requirement).

  • Extensive working knowledge of Microsoft products , Google products Salesforce and other industry standard collaboration tools .

  • Experience and high level of competency working with Professional Services Automation (PSA) tools, specifically Clarizen.

  • Highly organized with a strong attention to detail.

  • Manages commitments effectively, meets deadlines and keeps customers up to date.

  • Demonstrated track record of managing a portfolio of moderately complex projects with minimal supervision

  • Highly self-motivated; thrives in a fast-paced environment.

  • Strong interpersonal, leadership, facilitation, and presentation skills. Able to work comfortably with all levels of management.

  • Strong verbal and written communication skills, with extremely high standards for developing professional, well written, documentation.

  • Treats others with respect.

  • Maintains optimism in the face of difficult challenges.

  • Able to work collaboratively as part of a team, yet also work independently on complex and challenging tasks.

  • Demonstrates a thorough understanding of when and how to be flexible, and when and how to be firm.

  • Initiates and maintains productive relationships with customers.

  • Acts with customer success in mind and strives for positive customer experiences.

Desirable Qualifications

  • Knowledge of supply chain business processes including distribution, logistics, warehousing and serialization.

  • Life Sciences experience.

Please see the Tracelink Privacy Policy for more information on how Tracelink processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise your privacy rights. If you have questions about this privacy notice or need to contact us in connection with your personal data, including any requests to exercise your legal rights referred to at the end of this notice, please contact Candidate-Privacy@tracelink.com.