Customer Relationship Program Manager

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. ResponsibilitiesSupport a portfolio of accounts; build multi-thread relationships with engineers, buyers, customer success, and supply chain stakeholdersProvide consultative guidance on manufacturability, materials, tolerances, lead times, and trade-offs; coordinate with Applications Engineering for DFM as neededMonitor active orders; proactively communicate risks; coordinate with operations, quality, and logistics to resolve issues and meet SLAsCapture voice-of-customer insights; collaborate with product and operations to improve offerings, lead times, and serviceRemaining proactive in account needs to prevent poor customer experiences and obstaclesPartnering 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 trendsContribute to process documentation, playbooks, and continuous improvement initiativesManage and promote cross-functional relationships, ensuring consistent and coordinated customer experienceMaintain project and/or program plans, timelines, and deliverablesMay support individual customers based on qualificationRepresent the core values of Protolabs in all interactionsOther duties as assignedKnowledge, Skills, and Abilities:2 to 5 years in a fast-paced role such as account management, customer success, or inside sales in B2B; manufacturing or technical services preferredExperience within aerospace and defense is required for this position.Excellent written, verbal, and communication skillsProven ability to manage relationships with both internal and external customersAbility to research and keep informed on industry trends as applies to the client/client industryStrong analytical and problem-solving skillsThink strategicallyEffectively manages and balances multiple prioritiesAbility to understand and exercise PM techniques and methodologiesAbility to travel to our NH location once a month,Preferred Qualifications:BA/BS or equivalent experienceFamiliarity with digital manufacturing or industrial supply chains is a plus; knowledge of CNC, 3D printing, sheet metal, or injection molding beneficialSalesforce experiencePM experienceWhat's in it for you?We offer a competitive salary and annual bonus opportunityIn addition, we offer amazing benefits including but not limited to:Health Insurance: Traditional OR High Deductible planFlexible Spending AccountsHealth Savings Account (including employer contributions)Dental and VisionBasic and Supplemental Life InsuranceShort-Term and Long-Term DisabilityPaid caregiver leaveYou will receive 3 weeks of PTO, plus Holiday Pay and Volunteer Hours401k with company match and immediate vestEmployee Stock Purchase Program at a 15% discounted rateMatching grants through Protolabs foundationAnd More!