Customer Relationship Manager

Customer Relationship Manager

Join our team as a Customer Relationship Manager! This is a hybrid role being onsite in Maple Plain, MN on Tuesday, Wednesday, and Thursday.

The Customer Relationship Manager (CRM) 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 CRM 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.

What You'll Do :

• Onboard and enable customers on our digital platforms, aligning manufacturing best practices, supporting customer requirements, and providing guidance or knowledge expertise to meet needs
• Manages cross-functional relationships, ensuring a consistent and coordinated customer experience
• Supports customer through the order lifecycle including program managing account specific projects
• Manages and reports on key customer metrics through a standard scorecard for both internal and external stakeholders
• Actively solicits customer feedback; record, analyze, report on, and address issues that are identified
• Develops and maintains project and / or program plans, timelines, and deliverables
• Facilitate & lead project scoping and scheduling efforts to determine commitments and timelines driving alignment cross functionally
• May manage direct and indirect reports in designated departments locally and remotely in a matrix environment
• Orchestrate issue resolution and escalations across customer service, operations, and quality
• Complete continuous improvement feedback loop, clearly distinguish findings from work with customers to insights and project work alongside product and engineering to bolster and improve our offering
• Proactive in account needs to prevent poor customer experiences and obstacles
• Partner with account owners and transactional teams to provide best-in-class service by helping support customer meetings, managing ongoing projects, and monitoring account and order activity and trends
• May support individual customers based on qualification
• Remains aware of industry trends as they apply to the customer
• Proactively identifies and acts on risks and opportunities to enhance the customer experience
• Performs other duties as assigned

What It Takes :

What's In It For You?

$70,000 - $98,700 a year

Protolabs offers a competitive total rewards package, and compensation mix vary based on position, such as base wage, as well as other earnings including incentives and commissions. Actual pay offered will vary depending on multiple factors which may include, without limitation, job function, work experience, specialized skills, training, education, and certifications.

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.

Proto Labs, Inc. is an Equal Opportunity Employer. Physical Demands : While performing the essential duties of this job, the employee is regularly required to sit; use a computer keyboard, monitor and mouse, telephone and printer; reach with hands, and arms, talk, see and hear. The employee is occasionally required to stand, walk, stoop or kneel and must occasionally lift and / or move up to 25 pounds. Work Environment : Indoors (A / C); nonsmoking; the majority of this job function is performed in an office setting requiring normal safety precautions. However, there may be job duties that require the employee to spend time in the manufacturing areas exposed to machinery and noise; eye protection occasionally required. Occasionally works in outside weather conditions. Occasionally works near moving mechanical parts and in high, precarious places and is occasionally exposed to wet and / or humid conditions, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock and vibration. The noise level in the work environment is usually quiet to moderate.