Account Manager - Packaging Client Success / Retention

Job Description

Job Description

Company
Accurate Paper Box is a privately held business located in Knoxville, TN and serving the Southeast and Midwest. We manufacture and design folding cartons and related paperboard products to meet a variety of customer needs.

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 solutions

People 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 offerings

Critical 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 tools

Experience

• 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 packaging

Education

• Required: Bachelor’s degree in Business, Communications, Packaging Science or a related field OR combination of education and experience

Benefits/Perks

• Salary / Bonus Eligible
• Health, Dental, Vision, 401(k)
• Career Advancement
• Supportive, family-oriented team culture