Account Teams Manager

PakLab is a leading contract manufacturer specializing in health & beauty and household products. With three decades of professional product development service experience, we are setting a new standard in contract manufacturing. With our innate understanding of product design, development and formulation, as well as manufacturing and packaging mechanics, we work with our clients as a fully integrated strategic partner, creating innovative products from the bottom up.

The
Accounts Team Manager
is responsible for overseeing the account management team and ensuring customer satisfaction. This role drives strategic planning, client relationship management, process improvement, and cross-functional collaboration to ensure seamless execution and long-term client success. The Accounts Team Manager provides leadership, accountability, and commercial insight to support both client growth and company profitability.

Duties and Responsibilities

Team Leadership

• Hire, train, and mentor account managers to ensure strong client relationships and execution.
• Set performance goals, conduct reviews, and provide ongoing coaching.
• Build a culture of accountability, responsiveness, and collaboration between sales, R&D, operations, and quality teams.

Strategic Planning

• Align account management strategy with company growth goals.
• Segment clients (e.g., prestige brands, indie startups, OTC) and create tiered service levels.
• Forecast account workload, revenue, and capacity needs in partnership with Operations.

Client Relationship & Account Oversight

• Act as the senior contact for high-value or complex clients.
• Resolve escalated issues (delays, quality complaints, pricing negotiations).
• Monitor/investigate client metrics (order accuracy, on-time delivery, complaint rate).
• Develop strategies to retain and grow accounts.

Process Improvement

• Implement or refine ERP workflows for order entry, forecasting, and escalation flags.
• Streamline communication between account managers, production planners, and customer service.
• Lead root-cause analysis on recurring client pain points.
• Work with supply chain to reduce lead times, manage inventory risk, and improve cost efficiency.

Cross-Functional Collaboration

• Work closely with production planners and supply chain to ensure orders are manufactured on time and within spec.
• Help prioritize capacity constraints across multiple filling lines, packaging formats, and seasonal demand spikes.
• Partner with product development teams to manage ECR timeliness and formula updates.
• Collaborate with QA to ensure client needs align with FDA/OTC, ISO, GMP, and other regulatory standards, and aid in facilitating audits when necessary.
• Handle all customer visits.

Commercial & Financial Impact

• Support sales in onboarding new clients, negotiating contracts, and identifying upsell opportunities.
• Track margins, pricing models, and minimum order quantities to keep accounts profitable.
• Provide account-level forecasting to help procurement and production manage raw material inventory.
• Create regular performance dashboards for executives.

Your Skills

• Good attendance and ability to work extended hours as business dictates.
• Flexible; able to move from one type of task to another without loss of speed or efficiency.
• Ability to follow procedures and instructions.
• Highly efficient in a fast-paced environment.
• Detail-oriented with excellent problem-solving, organizational, and interpersonal skills.
• Exceptional communication and presentation skills for client and executive interactions.
• Strong negotiation and conflict resolution skills.
• Strategic thinker with an eye for continuous process improvement.
• High attention to detail and ability to manage multiple projects simultaneously.
• Strong leadership with ability to mentor, motivate, and retain high-performing teams.

Education and Experience Requirements

Education

• Bachelor's degree in Business, Marketing, Supply Chain, or a related field required.
• Industry certifications a plus (e.g., PMP, APICS/CPIM, Six Sigma).

Experience

• 7–10 years in account management, client services, or operations in contract manufacturing, cosmetics, skincare, or OTC/personal care industries.
• 3+ years of leadership or management experience overseeing teams.
• Proven record of managing enterprise or prestige-level brand accounts and complex product launches.
• Familiarity with FDA/OTC, GMP, ISO, and other regulatory frameworks.
• Experience working cross-functionally with R&D, Quality, Supply Chain, and Production teams.
• Demonstrated success in forecasting, service metrics, and margin management.

Technical Skills

• ERP/CRM systems (Sage, SAP, etc.).
• Microsoft Office Suite (Excel expertise required for forecasting and reporting).
• CRM tools (Salesforce, Monday, etc.).
• Understanding of formulation basics, packaging specs, and product lifecycle management.
• Knowledge of market trends in clean beauty, prestige skincare, indie brand growth, and contract manufacturing shifts.

Physical Demands

• Ability to lift and pull a minimum of 25 lbs.
• Requires walking, standing, and sitting for extended periods of time.

Working Conditions

• Manufacturing and office environments.
• Fast-paced, client-facing setting with regular cross-functional interactions.
• Occasional extended hours may be required to meet deadlines or client needs.
• Must adhere to confidentiality and compliance standards.

Supervisory Responsibilities

• Oversee and lead the account management team.

What We Offer

• Winning culture with a friendly, team-oriented environment.
• Benefits package including medical, dental, vision, and life insurance.
• 401(k) with company match.
• Employee Assistance Program.
• Paid time off and parental leave.
• Salary range: $120,000–$150,000 yearly.

PakLab is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.