Customer Success Manager

ABOUT THE ORGANIZATION

Aura - the global reference point for sustainable packaging

As part of the Sun Chemical group, Aura's mission is to revolutionize the packaging market and pioneer global solutions that protect both business and the planet. We combine expert consultancy, world-leading technology, and strategic insights to help organizations manage sustainability every day. Our Insights team empowers you to spot future opportunities early, embrace proactive planning, and leave risk behind.

Sun Chemical Corporation is a subsidiary of Sun Chemical Group Cooperatief U.A., the Netherlands, and is headquartered in Parsippany, New Jersey, U.S.A. For more information, please visit our website atwww.sunchemical.comor connect with us onLinkedInorTwitter

Position Title:Customer Success Manager

Work Location: Remote, preferably in Dallas-Fort Worth, Texas, or Chicago

Travel Requirement: 5%

Aura is a consultancy dedicated to helping brands and retailers manage their packaging sustainability in real time. The business brings together multi-disciplinary teams focused on delivering data-informed consulting to enable global businesses to make insight-led decisions on materials, design, legislation, compliance and recyclability. We have undergone rapid growth, now servicing two of the largest e-tailers and retailers globally. Each member of the Aura team makes a significant and valuable difference to our growth and the services we provide that positively impact people and our planet.

As aCustomer Success Manager, you will be an integral part of delivering excellent service to Aura's e-halo clients. Reporting to the Client Services Director, you will manage client relationships to achieve our company and clients' goals, identifying opportunities, and maximizing the value of e-halo.

You will be an essential conduit with our clients, establishing and maintaining critical relationships with key stakeholders to ensure we exceed customer expectations, grow revenues, and deliver on our contracted commitments.

ESSENTIAL JOB FUNCTIONS:

• Drive revenue growth with existing clients, aligned to the Key Account Strategic Plan objectives.
• Establish and maintain strong professional relationships with all key internal and external stakeholders.
• Provide 'on the ground' support to the client with regular in person meetings.
• Provide weekly, monthly and quarterly high-level client reporting and input into client reviews.
• Collect customer feedback on service levels to inform service quality and continuous improvement in both products and service.
• Monitor, track and report on the progress of all projects.
• Work collaboratively with Supplier Success and other Aura departments.
• Ensure all client processes are controlled and documented in line with ISO standards.
• Fulfilment of any other duties that may reasonably be required in line with your role as Customer Success Manager.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's degree preferred (particularly in Sustainability, Environmental Studies, or Supply Chain Management) plus 2-3 years of experience in Retail Account Management.
• In lieu of a bachelor's degree, candidates with relevant work experience in Retail Account Management will be considered.
• Proficient in establishing and nurturing strong customer relationships.
• Thorough understanding of Office 365 suite
• Able to confidently host supplier and internal stakeholder-facing meetings
• Able to manage multiple projects concurrently
• Good understanding of planning and project management principles

At Aura, you'll be part of a team shaping the future of packaging sustainability on a global scale. You'll collaborate with some of the world's most forward-thinking retailers and brands, work with cutting-edge technology, and help shape the future of packaging sustainability. Every day, your work will contribute to meaningful, measurable change for people and the planet.

BENEFITS

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short and long term disability benefits, 401(k)+match and life insurance. Eligibility of benefit timing may vary.

EQUAL EMPLOYMENT OPPORTUNITY

It is Sun's policy that applicants for employment are recruited, selected, and hired on the basis of individual merit and ability with respect to the position being filled. Sun prohibits discrimination on the basis of race, color, religion, creed, national origin, age, gender, sexual orientation, gender identity, marital or veteran status, disability, or any other status protected by applicable law.

Employment agencies are an important component of our talent acquisition strategy, and we value the partnerships we have built with our preferred vendors. We will not accept unsolicited resumes from employment agencies for any employment opportunity. All resumes submitted by search firms to any employee at Sun Chemical or directly to hiring managers in any form without a signed contract on file, and search engagement for that position, will be deemed unsolicited in nature, and no fee will be paid in the event the candidate is hired as a result of the referral or through other means. Additionally, any resume submitted without a contract in place will be considered property of Sun Chemical and no fees will be paid to the agency if the candidate is hired. #ID23