Customer Relationship Program Manager

Protolabs•Maple Plain, MN

11d•Hybrid

About The Position

The Customer Relationship Program Manager is responsible for enhancing customer relationships by managing special requests and high impact orders for the organization. The role has a strategic focus while identifying actions and directions that support all customers and aligning processes to support the customer experience through the life of the customer. This role is responsible for helping maintain customer relationships by making the production order process as seamless as possible for the entire customer base and includes building strong working relationships across functional teams to support customer success. The role 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 hub for servicing and supporting the interaction of customer orders with all impacted parties and will be expected to be adept at problem solving, coordination of resources (internal and external), enhancing relationship with customer stakeholders, and protecting and promoting the Protolabs brands.

Requirements

BA/BS or equivalent experience
5 to 8 years of customer service experience, experience in manufacturing preferred but not required.
Experience managing large scale initiatives and complex orders
Experience with Customer Relationship Management system.
Strong negotiation and influencing skills.
Ability to communicate confidently – both in speaking and in writing – with Colleagues and Customers from all levels of the organization.
Ability to research and keep informed on industry trends as they apply to the Customer/Customer industry.
Strong analytical and problem-solving skills
Thinks strategically.
Effectively manages and balances multiple priorities.
Must be a U.S. Citizen, lawful permanent resident (green card holder) or foreign national granted refugee or asylee status.

Nice To Haves

Salesforce experience

Responsibilities

Acts as a point of contact for problem solving and order delivery.
Manages cross-functional relationships, ensuring consistent and coordinated customer response and customer experience.
Supports the customer through the order lifecycle including oversight of projects as well as the completion of orders and processing.
Manges and reports on key Customer metrics through a standard scorecard for both internal and external stakeholders.
Actively solicits customer feedback; will record, analyze, report on, and address issues that are identified.
Changes or remediations should be applied to the all-customer interactions as applicable.
Develops and maintains project timelines and order processes.
Facilitate project scoping and scheduling efforts to determine commitments and timelines driving alignment across stakeholder and delivery teams.
Use influence to drive results across the multi-functional team.
May manage direct and indirect reports in designated departments locally and remotely in a matrix environment.
Promote cross-functional collaboration.
Thinks strategically and promote the needs of all customers.
May support individual customers based on qualification.
Remains aware of industry trends as they apply to the customer.
Represent the core values of Protolabs in all interactions.
Promote cross-level and cross-functional collaboration.
Proactively identifies and acts on risks and opportunities to enhance the customer experience.