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Customer Engagement Program Manager



Customer Service, Operations
Wilmington, MA, USA
Posted on Saturday, April 6, 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.

Job Overview:

We're in search of a dynamic and experienced Customer Engagement Program Manager to join our growing team. As a key player in our Customer Engagement department, you'll be responsible for managing Customer Engagement initiatives like the Customer Sentiment process for identifying and resolving major issues impacting customer satisfaction and the Net Promoter Score program. The Program Manager will focus on synthesizing, analyzing, and driving customer issues to resolution, thereby improving customer relationships and communicating strategies and tactics for improving customer status across the TraceLink organization. If you thrive in a fast-paced environment and have a passion for turning challenges into opportunities, we want you on our team.


1. Develop and manage the Customer Sentiment process

  • Refine the process to capture, manage and report on overall customer sentiment status by priority target segment (i.e., strategic, enterprise, mid-market, small-medium business).

  • Collaborate with cross functional teams across Sales, Finance, Business Management, Product Development and other departments to define roles and responsibilities for identifying and resolving key issues impacting customer sentiment.

2. Escalation Coordination:

  • Act as the coordination and orchestration point for complex customer issues, ensuring timely and effective resolution by the responsible teams.

  • Collaborate with internal teams to address escalated concerns and provide a seamless resolution process.

3. Net Promoter Score Program:

  • Coordinate and manage the delivery of NPS surveys

  • Collaborate with internal teams to analyze the NPS survey results and develop processes to implement improvement initiatives

4. Communication and Relationship Management:

  • Maintain clear and open communication with customers throughout the escalation process, keeping them informed and reassured.

  • Foster positive relationships with customers, demonstrating empathy and understanding in challenging situations.

5. Analysis and Reporting:

  • Analyze trends in escalated cases to identify areas for improvement in products, services, or support processes.

  • Generate regular reports on overall customer sentiment, providing insights for continuous improvement.

6. Collaboration with Cross-Functional Teams:

  • Collaborate across the TraceLink organization to share insights and contribute to proactive customer engagement strategies.

  • Provide training and support regarding the customer sentiment process to enhance our ability to handle escalated situations.


  • Bachelor's degree in business, communications, or a related field.

  • 5+ years proven experience in customer success, account management, program management, or a similar role, with a focus on handling escalations.

  • Strong interpersonal and communication skills.

  • Ability to navigate and resolve complex customer issues while maintaining a positive customer experience.

  • Analytical mindset with the ability to identify patterns and trends in escalated cases.

  • Experience with Salesforce and/or other customer success tools and platforms.


  • Competitive salary and performance-based bonuses.

  • Comprehensive health and wellness benefits.

  • Opportunities for professional development and career growth.

  • A collaborative and supportive work culture focused on employee success.

This job description serves as a general guideline and may be adapted or expanded based on specific company requirements and the evolving nature of the role.

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