Customer Success Partner III

Protolabs•Chicago, NH

2d•Hybrid

About The Position

The Customer Success Partner III provides outstanding service to external customers and internal business partners, drawing on in-depth knowledge of Customer Service processes and service lines. The role identifies customer-focused solutions while minimizing organizational risk and provides technical support to the Customer Service team, including answering process questions, mentoring coworkers, maintaining accurate documentation, and delivering training. The position also serves as a subject matter expert for the Customer Service organization, representing the team in systems releases and large-scale projects or changes. This is a hybrid role for employees located near Maple Plain, Minnesota; Nashua, New Hampshire; or Raleigh, North Carolina, with onsite work Tuesday through Thursday. The employee must be available Monday through Friday during first-shift hours. The role may involve work in office and manufacturing environments.

Requirements

Bachelor of Arts or Bachelor of Science degree, or equivalent experience.
Recommended: 3–5 years of Customer Service experience in a manufacturing environment, and/or at least two years of Protolabs Customer Service experience.
Strong computer skills, including Microsoft Office applications.
Strong attention to detail, initiative, logic, and resourcefulness.
Strong communication skills and ability to work cross-functionally.
Excellent customer relationship management skills, including managing escalations and supporting customer retention.
Strong problem-solving skills and confidence in independently identifying solutions and offering multiple options that consider both the customer and Protolabs.
Ability to push back and provide feedback.
Ability to mentor and provide clear work direction to coworkers.
Must be a U.S. citizen, lawful permanent resident, or foreign national granted refugee or asylee status; individuals with temporary visas are not eligible.
Must be available Monday through Friday during first-shift hours.

Nice To Haves

Experience with CRM and ERP software.
Customer Service experience in a manufacturing environment.
Protolabs Customer Service experience.

Responsibilities

Serve as a subject matter expert and collaborate with Sales, Sales Management, Finance, Production, and other internal teams on special or unusual customer requests.
Project-manage large customer orders and troubleshoot customer needs.
Communicate proactively with customers and stakeholders.
Create and send reports requested by customers or internal sales partners.
Partner with cross-functional teams to implement and execute large customer projects, including monitoring forecasts, secondary operations, and logistical challenges.
Provide expertise across standard and complex Customer Service processes.
Manage the Ask the Expert Channel by answering questions, directing requests, identifying triage and production gaps, and finding process improvement opportunities.
Update procedure documents and workflows when processes are created or changed.
Set up and maintain customer portal access.
Deliver training and onboarding activities for new employees.
Mentor coworkers and provide clear work direction.
Support organizational changes and help the team navigate them.
Advocate for customers while ensuring Customer Service processes and company policies are followed.

Benefits

Competitive salary and total rewards package.
Health insurance, with traditional and high-deductible plan options.
Flexible Spending Accounts and a Health Savings Account, including employer contributions.
Dental and vision insurance.
Basic and supplemental life insurance.
Short-term and long-term disability insurance.
Paid caregiver leave.
At least three weeks of PTO, 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.