Customer Relationship Manager

Be yourself at Protolabs

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace. So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply!

You can help make our company even better. We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself. We strongly believe diversity makes for more successful teams.

We are the leaders in digital manufacturing. We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit. Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds. We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do.

It's our people who fuel our creativity and make our culture feel like home.

This is a hybrid role being onsite in Maple Plain, MN on Tuesday, Wednesday, and Thursday.

The Customer Relationship Manager (CRM) is responsible for enhancing and fostering customer relationships and experience by owning the health, retention and growth of accounts post-sale, advocacy, and revenue. The CRM has a strategic focus while identifying actions and directions that support all customers and aligning processes to support the customer experience throughout the lifecycle. The CRM will also take a leadership role in aligning Protolabs' processes with customer needs, identify and address any gaps, while mitigating risk to ensure success throughout the entire customer relationship lifecycle.

This role will serve as a bridge for servicing and supporting the interaction of customer orders with all impacted parties and will be expected to be adept at project managing, problem solving, coordination of resources (internal and external), and protecting and promoting the Protolabs brands.

• 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

• 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…