FusionPKG Account/Customer Success Manager

Summary

The FusionPKG Account/Customer Success Manager is a critical component of the commercial support team, serving as the main point of contact for customer communication. The Account Manager/Customer Success Manager's objective is to ensure the company provides flawless service and support to key customers. The Account Manager must exhibit strong customer relationship and project management skills, possess an intrinsic sense of urgency, naturally advocate for customers, and maintain a high-stress tolerance.

This role collaborates directly with the sales, operations, design, engineering, and quality departments both internally and within customer infrastructures to drive customer-related tasks to completion and fulfill customer needs. The Account Manager interacts closely with FusionPKG sales executives, sales management, and operations management to support the securing of new business by providing quotations, managing customer sampling, establishing and tracking timelines, and ensuring important milestones during package development and launch are met. 

Duties and Responsibilities 

Sales and Project Management: 
•    Works with sales executives and sales managers to secure new business by facilitating communication between the customers and FusionPKG operational teams in the US and China.
•    Responsible for new opportunity management and execution from package development through production and customer launch
•    Manages the ordering, execution, and customer approval of pre-production samples including packaging and decoration specifications. 
•    Processes customer set-up documentation and credit applications
•    Ensures flawless execution of first-run production orders, confirming schedules and monitoring production and shipment timelines.

Interfaces with all departments as customer needs arise including:
o    Operations – project planning, launch timing, milestone tracking.
o    Purchasing – item costing and pricing, order tracking
o    Quality – corrective action tracking and response
o    Engineering – technical questions and solutions for packaging choices
o    Creative – artwork review and decoration option selection
o    Accounting – credit applications, customer setup, customer deposits

Customer Success Management: 
•    Communicates daily with customer representatives in purchasing, planning, marketing, product development, and logistics. 
•    Effectively builds and manages customer relationships across client organizations to meet all applicable customer needs. 
•    Provide order status updates and confirmations. 
•    Creates quotes, price lists, item approval signoffs, open order reports, and additional customer-specific reports as required.
•    Anticipates potential problems or complications, and proactively works with customers to facilitate timely solution implementation, decisions, and approvals. 

Expectations for Success
•    Bachelor’s Degree in business, marketing, or related fields from an accredited college or university
•    Minimum of 3 years experience in business-to-business customer account support positions, preferably in a consumer product design, distribution, or manufacturing business
•    Experience in product development project management is highly preferred.
•    Experience in beauty, skincare, or cosmetic industries encouraged.

Work Environment and Physical Demands

The work environment and physical demands are representative of those employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate in an office setting.
The employee is frequently required to be in a stationary position regularly use the computer keyboard and mouse and will view the computer monitor frequently. The employee is occasionally required to stand, walk, and reach with hands. The employee is occasionally required to climb, balance, stoop, kneel, or crouch. The employee may occasionally lift and/or move up to 10 pounds. Reasonable accommodations may be made to enable individuals to perform essential job functions.

Be You. Be Aptar

Aptar is an equal opportunities employer. We believe that a diverse workforce is key to our success. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion, or belief.