Customer Onboarding Project Manager, Strategic Accounts

Resource Label Group is seeking a Customer Onboarding Project Manager to lead end-to-end onboarding projects and business transition initiatives for strategic accounts. The role coordinates cross-functional teams, manages onboarding milestones and intercompany transfers, mitigates risks, supports customer communications, and contributes to training, automation, and order-management initiatives.

Responsibilities:

• Own execution of the onboarding SOP and milestone checklist for assigned accounts, from kickoff through steady-state handoff
• Coordinate heavily across Sales, CS, Plant Operations, IT, Finance/Accounting, and other internal partners to keep onboarding on schedule, remove barriers, and identify risks early
• Track and report onboarding status, compliance intake completion, and CSAT survey results to the pillar sponsor and CX Project Manager
• Serve as the day-to-day point of contact for new or transitioning customers during the onboarding period
• Lead coordinated business transition and intercompany account-transfer projects, including inventory, tooling/plate movement, ERP account setup or re-mapping, and cutover scheduling
• Build and manage customer communication plans so accounts experience a seamless transition
• Monitor post-transition performance (STP/STR and related metrics) to confirm service levels remain stable
• Partner with the sending and receiving plant CS teams to resolve issues quickly during the transition window
• Assist with training and automation projects (e.g., Emailgistics/Power Automate workflows) as capacity allows
• Provide overflow order management support during peak periods, PTO coverage, or role vacancies
• Take on ad hoc CS transformation project work as assigned by the VP Customer Experience or pillar sponsor

Requirements:

• Bachelor's degree or equivalent professional experience
• 5+ years of manufacturing, packaging, or customer onboarding/implementation background; project management experience preferred
• Strong cross-functional influence, stakeholder management, and project leadership skills; comfortable driving alignment across Sales, CS, Plant Operations, IT, Finance/Accounting, and other internal partners without direct authority
• Familiarity with ERP/CRM systems; LabelTraxx or Radius experience a plus
• Ability to travel (~25%) to plants as needed for onboarding, business transition, or intercompany transfer projects
• Clear, confident communicator, both with customers and internal stakeholders
• project management experience preferred
• LabelTraxx or Radius experience a plus