Customer Relationship Program Manager

Protolabs•Maple Plain, MN

1d•$70,000 - $101,100•Hybrid

About The Position

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.

Requirements

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
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.

Nice To Haves

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

Responsibilities

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