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 Manager! 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. What you'll do: 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 What it takes: BA/BSor 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 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... For full info follow application link. All Proto Labs facilities in the United States are ITAR-compliant operations. Due to ITAR regulations, Proto Labs is only able to employ 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. Proto Labs, Inc. is an Affirmative Action / Equal Opportunity Employer Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor s legal duty to furnish information.
