Customer Implementation Lead

TOPPAN Packaging Americas • Batavia, IL

2d • Onsite

About The Position

Responsible for ensuring a seamless onboarding experience and long‑term success for significant new business awards. This role serves as the primary point of coordination between the customer and internal teams, delivering a high‑touch, concierge‑level experience that drives customer satisfaction, operational alignment, and service excellence. The ideal candidate is proactive, solutions‑oriented, and highly skilled at influencing cross‑functional teams. This position requires strong ownership, sound decision‑making, and the ability to anticipate and resolve issues before they impact customer relationships or performance.

Requirements

• Proven experience in project management, customer onboarding, business development support, or similar customer‑facing roles.
• Strong organizational and communication skills with the ability to manage multiple priorities.
• Demonstrated ability to collaborate with and influence cross‑functional teams.
• Problem‑solving mindset with a high degree of ownership and follow‑through.
• Ability to analyze information, make informed decisions, and provide clear recommendations.

Nice To Haves

• Proficiency with project management tools and customer‑facing communication platforms preferred.

Responsibilities

• Customer Onboarding & Relationship Management Serve as a primary liaison for new business customers throughout onboarding and ramp‑up phases.
• Partner closely with Sales, Customer Service, and Operations to ensure customer needs and expectations are clearly understood and met.
• Deliver a concierge‑level experience by meeting or exceeding responsiveness and communication metrics.
• Monitor customer satisfaction and proactively implement improvements where needed.
• Project & Process Management Lead cross‑functional coordination to support program launches, ensuring all internal and external teams are aligned to customer requirements and timelines.
• Track progress against key milestones, escalate risk areas, and drive timely resolution of operational or service gaps.
• Develop and execute action plans to enhance performance, quality, and customer outcomes.
• Evaluate onboarding processes and recommend continuous improvement strategies.
• Problem Solving & Strategic Support Troubleshoot barriers to service or performance, using data and insights to inform solutions.
• Provide strategic input to strengthen new business implementation and long‑term success.
• Facilitate collaboration across departments to ensure issues are addressed efficiently and outcomes are aligned with customer expectations.
• Leadership, Ownership & Influence Demonstrate strong decision‑making and accountability throughout the onboarding lifecycle.
• Influence and steer direction among cross‑functional partners to maintain alignment, prioritize customer outcomes, and uphold service standards.
• Represent the voice of the customer internally, advocating for necessary improvements or changes.

Benefits

• Medical, dental, and vision coverage for you and your dependents, including FSA and HSA options
• 401(k) retirement plan with company match
• Wellbeing tools and resources to support holistic health, including an Employee Assistance Program with a variety of services
• Paid time off and holidays to recreate, rejuvenate and care for the health of yourself and family
• Variety of company paid and voluntary employee-paid insurance plans including life, personal accident, and disability insurance
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed