Director, Account Management

ePac Flexible Packaging has locations across the United States, Canada, Europe, Africa, Southeast Asia, and Australia. Built on break-through digital printing, ePac is at the crossroads of advanced technology and manufacturing. ePac’s mission is to provide consumer packaged goods companies the ability to compete with large brands with great packaging. Our customers are predominantly small and medium-sized CPGs, many of whom are focused on creating natural and innovative products for their consumers. Since opening our first manufacturing facility in 2016, our mission has been clear – to help small brands obtain big brand presence, give back to the communities we serve and contribute to the creation of a more sustainable, circular economy. This role offers a competitive salary range from $150-160k annually, depending on skills and experience, with a generous leave and benefits package. Benefits package includes: 3 Medical Options Vision Employer paid Short and Long term disability 401K with employer match 120 hours Paid Time off 10 paid holidays Potential for company bonus and more!

SUMMARY OF POSITION

The Director of Account Management leads the commercial team responsible for customer retention, growth with existing customers, and service excellence across mid-market and enterprise accounts. This role manages a team of Account Managers, Senior Account Managers, and Customer Experience Representatives who serve as the primary point of contact for key customers. They manage the customer relationship from order initiation through product delivery and renewal to ensure delivery of exceptional customer experience. The Director ensures operational alignment between the commercial, production, and quality functions while driving long‑term strategic partnerships and profitable growth. This role is responsible for developing and implementing sales strategies, managing the team’s development and performance, and ensuring the achievement of sales targets and revenue goals.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Lead, mentor, and manage a high‑performing team of Account Managers, Senior Account Managers, and Customer Experience Representatives fostering a culture of accountability, collaboration, and customer‑centric performance. Set clear performance expectations, establish standardized KPIs, and conduct regular reviews, feedback sessions, and coaching to ensure professional growth and achievement of individual and team goals. Recruit, onboard, and train new team members, maintaining staffing alignment with growth objectives. Identify professional development needs across the team and deliver or facilitate targeted training programs focused on sales, manufacturing, product knowledge, and customer relationship management. Stay current on manufacturing trends, market conditions, and competitive dynamics to continuously refine training content and commercial strategy. Foster a positive and engaging team environment that promotes collaboration and cross‑functional communication. Sales Strategy & Revenue Growth Develop and execute strategic account and sales plans to meet retention, growth, and profitability objectives across mid‑market and enterprise customers. Partner with Sales, Operations, and Finance leadership to set annual retention and expansion targets; monitor progress and drive corrective actions when needed. Analyze production, ordering, and sales data to identify customer trends, margin opportunities, and service improvement areas. Implement CRM best practices including pipeline management, opportunity tracking, forecasting disciplines, and sales and retention activity metrics. Support Account Managers in conducting customer business reviews, pricing negotiations, and strategic growth discussions. Ensure the team meets or exceeds monthly, quarterly, and annual sales and retention goals. Customer Relationship & Lifecycle Management Build and sustain strong relationships with key customers, ensuring deep engagement and strategic alignment throughout the full customer lifecycle; manage escalations and guide proactive account planning. Standardize structured customer review cycles such as Annual Business Reviews and production/delivery audits to reinforce value and align growth goals with customer needs. Serve as an escalation point for complex or high‑impact customer concerns, ensuring quick resolution and high satisfaction. Implement churn root‑cause analysis and interventions. Encourage continuous account planning and proactive relationship management to identify risk and prevent churn. Ensure all account interactions are tracked and visible through Salesforce, enabling transparency and real‑time insights. Performance Management & Reporting Establish clear goals and track KPIs for retention, revenue growth, customer satisfaction, and CRM data quality. Maintain dashboard visibility into team KPIs including pipeline health, and net dollar retention. Report account performance and forecast accuracy to senior leadership; ensure CRM completeness allows for accurate business reporting. Drive a culture of data accuracy, commercial accountability, and continuous improvement across the Account Management function. Analyze trends and performance metrics to identify opportunities for improvement; use data‑driven insights to inform sales strategies and operational enhancements. Operational & Data Excellence Own lifecycle data governance for the account portfolio, ensuring the team maintains accurate CRM records from assignment through quote execution. Oversee growth and maintenance forecasting, ensuring real‑time accuracy in Opportunity pipelines, including “Next Steps,” “Close Dates,” and “Opportunity Amounts.” Use Salesforce dashboards and reports to coach AMs on data integrity, pipeline velocity, and opportunity health. Collaborate with Data Analysts to refine account health scoring models and predict churn risk using historical performance and activity data. Partner with operations to ensure orders meet gross margin standards appropriate for product type and scale. Manage Customer Experience team to ensure prompt, professional resolution of customer inquiries and concerns, reinforcing the organization’s reputation for reliability and responsiveness. Maintain high levels of customer satisfaction by developing and reinforcing service standards across the Account Management team. Represent the brand positively and consistently, acting as a trusted ambassador during customer interactions and industry engagements.

JOB KNOWLEDGE, SKILLS & ABILITIES

Strong leadership presence with the ability to inspire and develop high‑performing teams. Strategic thinker with hands‑on experience managing customer portfolios and driving account growth. Data‑centric approach to managing performance and identifying opportunities for improvement. Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C‑level. Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail. Prioritization/Flexibility/Adaptability – Demonstrate the ability to prioritize work assignments to meet productivity and quality standards. Adapt easily to changes in work assignments and environment, and is willing to assume additional responsibility and learn new procedures. Demonstrate effective organizational, problem solving and analytical skills. Excellent organizational, problem‑solving, and analytical skills. Proficiency with CRM systems (Salesforce required); experience with reporting tools and dashboards preferred. Collaborative mindset with proven ability to build trust across departments. Hands‑on problem‑solving approach and ability to manage multiple priorities while maintaining attention to detail.

EXPERIENCE AND EDUCATION

Bachelor's degree in Business, Marketing, or related field. 10+ years of experience in business development or sales, with at least 5 years in a managerial role. Proven track record of achieving and exceeding sales targets. Strong leadership and team management skills. Strong knowledge of production workflows, order fulfillment, and cost management principles. Expertise in Salesforce Object Relationships, including how Opportunities roll up to Accounts and the lifecycle of Quotes through estimation and fulfillment. Proven ability to build and interpret Salesforce dashboards and reports to identify performance trends, data gaps, and stagnant accounts. Experience leveraging CRM data for forecasting, churn prediction, and retention analysis. Strong financial acumen with the ability to manage and monitor gross margin performance across product categories. Excellent communication, negotiation, and presentation skills. In‑depth knowledge of sales techniques and best practices. Experience in the flexible packaging industry or related manufacturing sectors preferred.

NON-ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Participating in partnership and problem solving sessions, as well as product line trials with existing/new customers.

WORK ENVIRONMENT

High energy environment with an aggressive expansion plan. All Employees will have the ability to learn, train and develop well‑rounded skills to support all facets of managing and growing our ePac business model. 10-15% travel, as needed. ePac is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. EEO Poster The pay range for this role is: 150,000 - 160,000 USD per year (Chicago) #J-18808-Ljbffr ePac Flexible Packaging