Account Manager Packaging Client Success / Retention
hace 18 días
Knoxville
Job DescriptionBenefits: • 401(k), • Bonus based on performance, • Competitive salary, • Dental insurance, • Health insurance, • Paid time off, • Profit sharing, • Relocation bonus, • Signing bonus, • Training & development Job Summary The Account Manager is responsible for nurturing, growing, and retaining existing customer relationships to drive long-term value. This role acts as the day-to-day contact for key accounts, ensuring high levels of satisfaction, proactively solving problems, and identifying opportunities to grow wallet share across all lines of business. Responsibilities • Serve as the lead point of contact for assigned accounts, ensuring timely and successful delivery of solutions according to customer objectives, • Build long-term relationships with existing clients by understanding their packaging needs, internal processes, and go-to-market demands, • Coordinate with internal teams (estimating, structural design, production, shipping) to ensure orders are accurate, cost-effective, and delivered on time, • Resolve customer issues with urgency and professionalism, managing expectations throughout the lifecycle of each job, • Partner with sales, prepress, and operations to support product launches, price updates, or new project development, • Track account activity and communications through CRM (Pipedrive) and ERP (CartonERP) systems, • Support Quarterly Business Reviews (QBRs) and customer scorecard reporting for strategic accounts, • Identify account growth opportunities and collaborate with Account Executives to present upsell or cross-sell solutionsPeople and Culture, • Partner closely with the customer and internal teams to ensure strong alignment and responsiveness, • Demonstrate empathy, reliability, and follow-through to build trust and rapport, • Support a culture of accuracy, accountability, and continuous improvement, • Help surface customer feedback and market intelligence to support company innovation and service offeringsCritical Skills / Capabilities, • Customer-Centric: Understands customer needs and creates tailored solutions to retain and grow relationships, • Communication: Effectively delivers messages across teams and clients, adapting tone and detail to the audience, • Organizational Skills: Balances multiple priorities and works through complex scheduling or production scenarios, • Problem-Solving: Resolves account issues and anticipates challenges before they escalate, • Detail-Oriented: Reviews orders, specs, and project details with precision, • Time Management: Juggles recurring tasks and urgent requests with efficiency, • Decision-Making: Exercises judgment to keep projects moving forward while protecting customer satisfaction, • Technical Skills: Comfortable navigating CRM, ERP, Outlook, Excel, shared drives, and quoting toolsExperience, • Required: +5 years of experience in account management or customer service in a B2B manufacturing environment, • Preferred: Experience in folding carton, corrugated, or related paperboard packagingEducation, • Required: Bachelors degree in Business, Communications, Packaging Science or a related field OR combination of education and experienceBenefits/Perks, • Salary / Bonus Eligible, • Health, Dental, Vision, 401(k), • Career Advancement, • Supportive, family-oriented team culture