Customer Success Partner III

Protolabs•Raleigh, NC

4d•$50,300 - $67,101•Hybrid

About The Position

The Customer Success Partner III provides outstanding service to external customers and internal business partners. The role requires an in-depth understanding of Customer Service processes and service lines and identifies solutions that meet customer needs while minimizing organizational risk. It provides technical support to the Customer Service team, including answering process questions, mentoring team members, maintaining accurate documentation, and delivering training. The role also serves as a subject matter expert for the broader Customer Service organization and represents the team in systems releases and large-scale projects or changes. This is a hybrid role for employees located near Maple Plain, Minnesota, or Nashua, New Hampshire, with onsite work Tuesday through Thursday. The employee must be available Monday through Friday during first-shift hours.

Requirements

Bachelor of Arts/Bachelor of Science degree or equivalent experience.
Strong computer skills, including MS Office applications.
Strong attention to detail, initiative, logic, and resourcefulness.
Ability to support organizational changes and help the team navigate them.
Strong communication skills and ability to work cross-functionally.
Excellent customer relationship management skills, including managing customer escalations and supporting customer retention.
Strong problem-solving skills and confidence in independently identifying solutions and offering multiple options that advocate for both the customer and Protolabs.
Ability and confidence to push back and provide feedback while advocating for the customer and applying Customer Service processes and Protolabs policy.
Ability to mentor coworkers and provide clear work direction.
Must be available Monday through Friday during first-shift hours.
For U.S.-based hiring, must be a U.S. citizen, lawful permanent resident, or foreign national granted refugee or asylee status; individuals with temporary visas are not eligible.

Nice To Haves

Recommended 3–5 years of Customer Service experience in a manufacturing environment, or at least two years of Protolabs Customer Service experience.
Experience with CRM and ERP software.

Responsibilities

Serve as a subject matter expert for the team and the broader Customer Service organization.
Collaborate with Sales, Sales Management, Finance, Production, and other internal staff to facilitate special or unusual requests.
Project-manage large customer orders and troubleshoot customer needs.
Communicate proactively with stakeholders and customers.
Create and send reports requested by customers or internal sales partners.
Partner with cross-functional teams to ensure large customer projects are implemented and executed successfully, including monitoring forecasts, secondary operations, and logistical challenges.
Provide expertise on standard and complex Customer Service processes.
Manage the Ask the Expert Channel by answering questions, providing direction, triaging production gaps, and identifying process-enhancement 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.
Provide technical support, mentoring, and clear work direction to coworkers.
Represent the Customer Service team in systems releases and large-scale projects or changes.

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 insurance.
Paid caregiver leave.
At least three weeks of paid time off, 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.