Key Account Representative responsible for promoting products to specialty healthcare providers in assigned territory. Engage with healthcare providers to enhance product visibility and influence treatment decisions.
About the role
- Customer Relationship Manager responsible for customer relationships and account management at Protolabs. Supporting customer experience post-sale in a hybrid work environment in Maple Plain, MN.
Responsibilities
- Onboard and enable customers on our digital platforms, aligning manufacturing best practices, supporting customer requirements, and providing guidance or knowledge expertise to meet needs
- Manages cross-functional relationships, ensuring a consistent and coordinated customer experience
- Supports customer through the order lifecycle including program managing account specific projects
- Manages and reports on key customer metrics through a standard scorecard for both internal and external stakeholders
- Actively solicits customer feedback; record, analyze, report on, and address issues that are identified
- Develops and maintains project and/or program plans, timelines, and deliverables
- Facilitate & lead project scoping and scheduling efforts to determine commitments and timelines driving alignment cross functionally
- May manage direct and indirect reports in designated departments locally and remotely in a matrix environment
- Orchestrate issue resolution and escalations across customer service, operations, and quality
- Complete continuous improvement feedback loop, clearly distinguish findings from work with customers to insights and project work alongside product and engineering to bolster and improve our offering
- Proactive in account needs to prevent poor customer experiences and obstacles
- Partner with account owners and transactional teams to provide best-in-class service by helping support customer meetings, managing ongoing projects, and monitoring account and order activity and trends
- May support individual customers based on qualification
- Remains aware of industry trends as they apply to the customer
- Proactively identifies and acts on risks and opportunities to enhance the customer experience
- Performs other duties as assigned
Requirements
- BA/BS or equivalent experience
- 5 to 8 years of customer service experience
- Experience managing large scale initiatives and complex orders
- Experience working in a Customer Relationship Management (CRM) tool
- Strong negotiation and influencing skills
- Strong project management skills and project ownership
- Excellent written, verbal, and executive communication skills
- Ability to research and keep informed on industry trends as it applies to the customer/customer industry
- Strong analytical and problem-solving skills
- Thinks strategically and promotes the needs of all customers
- Effectively manage and balances multiple priorities
- Represent the core values of Protolabs in all interactions
- **Preferred Qualifications:**
- 1-3 years of project/program management
- Aerospace and Defense industry experience a plus
- Experience in a manufacturing environment
- Salesforce experience
Benefits
- Health Insurance: Traditional OR High Deductible plan
- Flexible Spending Accounts
- Health Savings Account (including employer contributions)
- Dental and Vision
- Basic and Supplemental Life Insurance
- Short-Term and Long-Term Disability
- Paid caregiver leave
- 3 weeks of PTO, plus Holiday Pay and Volunteer Hours
- 401k with company match and immediate vest
- Employee Stock Purchase Program at a 15% discounted rate
- Matching grants through Protolabs foundation
- And More!
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