Protolabs

Customer Relationship Manager

Posted 17 Days Ago

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Maple Plain, MN

Hybrid

70K-99K Annually

Senior level

3D Printing • Other

The Role

The Customer Relationship Manager enhances customer relationships, manages accounts post-sale, and ensures satisfaction throughout the customer lifecycle, focusing on retention and growth.

Summary Generated by Built In

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/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

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!

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.

Top Skills

Customer Relationship Management (Crm) Tools

Salesforce

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The Company

HQ: Maple Plain, MN

1,085 Employees

What We Do

Protolabs is the world's fastest digital manufacturing source for rapid prototyping and on-demand production. The technology-enabled company produces custom parts and assemblies in as fast as 1 day with automated 3D printing, CNC machining, sheet metal fabrication, and injection molding processes. Our digital approach to manufacturing enables accelerated time to market, reduces development and production costs, and minimizes risk throughout the product life cycle.

3D Printing
Our 3D printing service offers a wide selection of materials and technologies to create prototypes and end-use parts with complex geometries and detailed features. With tight process controls, careful design reviews, and extensive quality monitoring, we ensure precise and repeatable 3D-printed parts, every time.

CNC Machining
We use 3- and 5-axis milling along with turning to machine parts from commercial-grade plastics and metals. Our online quoting system and automated manufacturing process enable us to ship parts within 24 hours, helping customers accelerate development and reduce time to market.

Sheet Metal Fabrication
Protolabs is an industry leader in quick-turn sheet metal parts for both prototyping and low-volume production. Our digital approach to manufacturing enables us to fabricate sheet metal parts in as fast as 5 days. Additionally, we can support our customers’ development efforts with component assemblies, several finish options, and screen printing.

Injection Molding
Our injection molding service offers two options—prototyping and on-demand manufacturing—which provide customers a tooling solution that aligns with their project’s requirements. It’s used for quick-turn prototyping, bridge tooling, and low-volume production of up to 10,000+ parts in 15 days or less.