Customer Relationship Program Manager

Job Description

Job Description

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. 

 

Why Protolabs? 

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. 

Join our team as a Customer Relationship Program Manager!

 

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

The Customer Relationship Manager (CRPM) 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 CRPM 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.

What you'll do:

• Support a portfolio of accounts; build multi-thread relationships with engineers, buyers, customer success, and supply chain stakeholders
• Provide consultative guidance on manufacturability, materials, tolerances, lead times, and trade-offs; coordinate with Applications Engineering for DFM as needed
• Monitor active orders; proactively communicate risks; coordinate with operations, quality, and logistics to resolve issues and meet SLAs
• Capture voice-of-customer insights; collaborate with product and operations to improve offerings, lead times, and service
• Remaining proactive in account needs to prevent poor customer experiences and obstacles
• Partnering with account owners and transactional teams to provide best-in-class service by helping support client meetings, supporting ongoing projects, and monitoring account and order activity and trends
• Contribute to process documentation, playbooks, and continuous improvement initiatives
• Manage and promote cross-functional relationships, ensuring consistent and coordinated customer experience
• Maintain project and/or program plans, timelines, and deliverables
• May support individual customers based on qualification
• Represent the core values of Protolabs in all interactions
• Other duties as assigned

What it takes:

Knowledge, Skills, and Abilities :

• 2 to 5 years in a fast-paced role such as account management, customer success, or inside sales in B2B; manufacturing or technical services preferred
• Experience within aerospace and defense is required for this position.
• Excellent written, verbal, and communication skills
• Proven ability to manage relationships with both internal and external customers
• Ability to research and keep informed on industry trends as applies to the client/client industry
• Strong analytical and problem-solving skills
• Think strategically
• Effectively manages and balances multiple priorities
• Ability to understand and exercise PM techniques and methodologies
• Ability to travel to our NH location once a month,

Preferred Qualifications:

• BA/BS or equivalent experience
• Familiarity with digital manufacturing or industrial supply chains is a plus; knowledge of CNC, 3D printing, sheet metal, or injection molding beneficial
• Salesforce experience
• PM experience

What's in it for you?

• We offer a competitive salary and annual bonus opportunity
• In addition, we offer amazing benefits including but not limited to:
• 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
• You will receive 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!

Protolabs offers a competitive total rewards package, and compensation mix vary based on position, such as base wage, as well as other earnings including incentives and commissions. Actual pay offered will vary depending on multiple factors which may include, without limitation, job function, work experience, specialized skills, training, education, and certifications. 

 

Proto Labs maintains ITAR-compliant operations in all of our United States based facilities. Due to ITAR regulations, this role is only open to U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status. Individuals with temporary visas (e.g. E, F-1, H-1, H-2, L, B, J, TN or OPT) are not eligible for hire in this role.

 

Proto Labs, Inc. is an Equal Opportunity Employer

 

Physical Demands:

While performing the essential duties of this job, the employee is regularly required to sit; use a computer keyboard, monitor and mouse, telephone and printer; reach with hands, and arms, talk, see and hear. The employee is occasionally required to stand, walk, stoop or kneel and must occasionally lift and/or move up to 25 pounds.

Work Environment:

Indoors (A/C); nonsmoking; the majority of this job function is performed in an office setting requiring normal safety precautions. However, there may be job duties that require the employee to spend time in the manufacturing areas exposed to machinery and noise; eye protection occasionally required. Occasionally works in outside weather conditions. Occasionally works near moving mechanical parts and in high, precarious places and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock and vibration. The noise level in the work environment is usually quiet to moderate.