Hybrid Customer Relationship Manager

at Protolabs

• Job title: Customer Relationship Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $70,000 - $98,700 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Maple Plain, United States

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!