Customer Implementation Lead

TOPPAN Packaging Americas specializes in designing and manufacturing sustainable, high-performance flexible and thermoformed packaging solutions for the food, beverage, medical and consumer goods industries. We offer products like transparent high barrier films, pouches, clamshells and trays, utilizing advanced technology to enhance product safety, visibility and environmental sustainability.

TOPPAN Packaging Americas operates as part of the global TOPPAN group, with 22 manufacturing facilities across North America, Latin America and Europe.

Want to learn more? Visit us at packaging.toppan.com

Summary Description

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.

What You’ll Be Doing

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.
  
  

This is an onsite position located out our Batavia, IL Facility

We’d Love To Hear From You If

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

At TOPPAN Packaging Americas, We offer a comprehensive Total Rewards package designed to support our employees’ overall wellbeing. This includes competitive pay, robust benefits, and programs that help you thrive both personally and professionally. Specific benefits and wellbeing programs may vary based on your work location, employment classification, or collective bargaining agreement.

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
  
  

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin, ancestry, ethnicity, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender identity or expression, sexual orientation, age, disability, genetic information, marital status, veteran or military status, citizenship status, or any other characteristic protected by applicable federal, state, or local laws.

We are committed to providing a workplace where everyone feels respected, valued, and able to contribute to their fullest potential. We also provide reasonable accommodations to individuals with disabilities throughout the application and employment processes. If you require assistance or accommodation due to a disability, please contact us.