Customer Relationship Program Manager

Protolabs•Maple Plain, MN

91d•$70,000 - $101,100•Hybrid

About The Position

The Customer Relationship Manager drives customer success, loyalty, and long-term growth by owning the health, retention, and expansion of customer accounts after the sale. This highly visible role serves as a trusted advisor and advocate, building strong partnerships and delivering exceptional customer experiences throughout the customer lifecycle. The role collaborates across the organization to align processes with customer needs, identify improvement opportunities, mitigate risk, and help customers realize maximum value from their partnership with Protolabs. Acting as a bridge between customers and internal teams, the position leads cross-functional coordination, proactively solves challenges, and drives strategic initiatives that strengthen customer relationships, protect revenue, and enhance the Protolabs brand. This is a hybrid role, onsite Tuesday through Thursday in Maple Plain, Minnesota, with travel to the New Hampshire location once a month.

Requirements

2 to 5 years of experience in a fast-paced B2B role such as account management, customer success, or inside sales; manufacturing or technical services experience preferred.
Experience within aerospace and defense is required.
Ability to travel to the New Hampshire location once a month.
Excellent written, verbal, and communication skills.
Proven ability to manage relationships with internal and external customers.
Strong analytical and problem-solving skills.
Ability to effectively manage and balance multiple priorities.
Ability to understand and exercise project management techniques and methodologies.
Must be a U.S. citizen, lawful permanent resident (green card holder), or foreign national granted refugee or asylee status; temporary visa holders are not eligible due to ITAR regulations.

Nice To Haves

BA/BS degree or equivalent experience.
Familiarity with digital manufacturing or industrial supply chains.
Knowledge of CNC, 3D printing, sheet metal, or injection molding.
Salesforce experience.
Project management experience.

Responsibilities

Support a portfolio of accounts and build multi-threaded 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 design-for-manufacturability support as needed.
Monitor active orders, proactively communicate risks, and coordinate with operations, quality, and logistics to resolve issues and meet service-level agreements.
Capture voice-of-customer insights and collaborate with product and operations teams to improve offerings, lead times, and service.
Partner with account owners and transactional teams to provide best-in-class service, support client meetings and ongoing projects, and monitor account and order activity and trends.
Contribute to process documentation, playbooks, and continuous-improvement initiatives.
Maintain project and/or program plans, timelines, and deliverables.
Research and stay informed about industry trends relevant to clients and their industries.

Benefits

Competitive salary and total rewards package.
Traditional or high-deductible health insurance plans.
Flexible Spending Accounts.
Health Savings Account, including employer contributions.
Dental and vision insurance.
Basic and supplemental life insurance.
Short-term and long-term disability coverage.
Paid caregiver leave.
At least three weeks of paid time off, plus wellness time, holiday pay, and volunteer hours.
401(k) with company match and immediate vesting.
Employee Stock Purchase Program at a discounted rate.
Matching grants through the Protolabs foundation.