Customer Success Manager

FCA Packaging is a trusted provider of custom packaging, crating, and logistics solutions, serving customers across a wide range of industries. We take pride in delivering quality products, exceptional service, and creating a workplace where hardworking employees can build long-term careers. Located at our corporate location 5025 Utica Ridge Road, Suite 100, Davenport, IA 52807.

Job Description Summary

The Strategic Account Manager is responsible for growing revenue within an assigned portfolio of customer accounts by developing strategic relationships, identifying new business opportunities, and serving as a trusted advisor to customers. This position partners closely with Sales, Engineering, Operations, Pricing, and Customer Service to deliver innovative packaging solutions while driving customer retention, account expansion, and long-term profitability.

This is a consultative inside sales role focused on developing existing customer relationships, uncovering additional business opportunities, coordinating customer projects, and ensuring an exceptional customer experience from opportunity identification through implementation. Up to 50% Travel.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time. Duties cross over all FCA locations and brands.
1. Manage and grow an assigned portfolio of customer accounts through proactive relationship management and consultative selling.
2. Identify opportunities to expand FCA's business by introducing additional products, services, locations, and packaging solutions.
3. Develop sales opportunities by understanding customer operations, production challenges, and long-term business objectives.
4. Partner with Engineering, Pricing, Operations, and Customer Service to prepare customer proposals, quotations, and customized solutions.
5. Coordinate customer projects from opportunity through implementation while ensuring customer expectations are met.
6. Conduct regular customer business reviews to discuss performance, identify improvement opportunities, and strengthen strategic partnerships.
7. Build relationships with key decision makers including Purchasing, Engineering, Supply Chain, Operations, Plant Management, and Executive Leadership.
8. Manage customer requests, resolve service issues, and communicate effectively across internal departments to ensure timely resolution.
9. Monitor customer activity, market trends, and competitive information to identify opportunities for account growth.
10. Maintain accurate customer information, sales activity, forecasts, and pipeline updates within company systems.
11. Collaborate with outside sales and leadership on strategic account planning and revenue growth initiatives.
12. Assist in onboarding new customer programs and coordinate successful product launches.
13. Support continuous improvement initiatives that strengthen customer relationships and improve operational efficiency.

Qualifications

Education and/or Experience

• Bachelor's degree in Business, Sales, Marketing, Engineering, Supply Chain, or a related field preferred.

• Five or more years of experience in inside sales, account management, business development, or strategic customer management within manufacturing or industrial markets.

• Experience selling industrial, manufacturing, packaging, logistics, or engineered products preferred.

Communication Skills

Excellent verbal and written communication skills with the ability to build trust, influence decision makers, negotiate effectively, and present business solutions to customers and internal teams.

Computer Skills

Proficiency with Microsoft Office (Excel, Outlook, Teams, and PowerPoint). Experience using CRM software to manage opportunities, customer relationships, forecasting, and sales activities is preferred.

Success Measures

• Revenue growth within assigned accounts

• Customer retention

• Cross-selling and upselling success

• New business opportunities generated

• Customer satisfaction

• Quarterly business reviews completed

• Pipeline development and forecast accuracy

• Successful implementation of customer projects

FCA Packaging is an Equal Opportunity Employer of Minorities, Females, Veterans, and Individuals with Disabilities.