Customer Relationship Program Manager
Location: Maple Plain, MN
Job Type: full-time
Company: Protolabs
Salary: $70,000 - $101,100 a year
Category: Customer Support
Job Description Apply Now
Be yourself at Protolabs
Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace. So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply! You can help make our company even better. We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself. We strongly believe diversity makes for more successful teams.
Why Protolabs?
We are the leaders in digital manufacturing. We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit. Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds. We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do. It’s our people who fuel our creativity and make our culture feel like home.
Join our team as a Customer Relationship Program Manager!
This is a hybrid role being onsite in Maple Plain, MN on Tuesday, Wednesday, and Thursday.
The Customer Relationship Program Manager is responsible for enhancing customer relationships by managing special requests and high impact orders for the organization. The role has a strategic focus while identifying actions and directions that support all customers and aligning processes to support the customer experience through the life of the customer. This role is responsible for helping maintain customer relationships by making the production order process as seamless as possible for the entire customer base and includes building strong working relationships across functional teams to support customer success. The role 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 hub for servicing and supporting the interaction of customer orders with all impacted parties and will be expected to be adept at problem solving, coordination of resources (internal and external), enhancing relationship with customer stakeholders, and protecting and promoting the Protolabs brands.
What you'll do:- Acts as a point of contact for problem solving and order delivery.
- Manages cross-functional relationships, ensuring consistent and coordinated customer response and customer experience.
- Supports the customer through the order lifecycle including oversight of projects as well as the completion of orders and processing.
- Manges and reports on key Customer metrics through a standard scorecard for both internal and external stakeholders.Actively solicits customer feedback; will record, analyze, report on, and address issues that are identified. Changes or remediations should be applied to the all-customer interactions as applicable.
- Develops and maintains project timelines and order processes. Facilitate project scoping and scheduling efforts to determine commitments and timelines driving alignment across stakeholder and delivery teams.
- Use influence to drive results across the multi-functional team. May manage direct and indirect reports in designated departments locally and remotely in a matrix environment.
- Promote cross-functional collaboration.
- Thinks strategically and promote the needs of all customers.
- May support individual customers based on qualification.
- Remains aware of industry trends as they apply to the customer.Represent the core values of Protolabs in all interactions.Promote cross-level and cross-functional collaboration.Proactively identifies and acts on risks and opportunities to enhance the customer experience.
- BA/BS or equivalent experience
- 5 to 8 years of customer service experience, experience in manufacturing preferred but not required.
- Experience managing large scale initiatives and complex orders
- Experience with Customer Relationship Management system.
- Strong negotiation and influencing skills.
- Ability to communicate confidently – both in speaking and in writing – with Colleagues and Customers from all levels of the organization.
- Ability to research and keep informed on industry trends as they apply to the Customer/Customer industry.
- Strong analytical and problem-solving skills
- Thinks strategically.
- Effectively manages and balances multiple priorities.
Preferred Qualifications:
- Salesforce experience
- We offer a competitive salary and annual bonus opportunity
- In addition, we offer amazing benefits including but not limited to:
- Health Insurance: Traditional OR High Deductible plan
- Flexible Spending Accounts
- Health Savings Account (including employer contributions)
- Dental and Vision
- Basic and Supplemental Life Insurance
- Short-Term and Long-Term Disability
- Paid caregiver leave
- You will receive 3 weeks of PTO, plus Holiday Pay and Volunteer Hours
- 401k with company match and immediate vest
- Employee Stock Purchase Program at a 15% discounted rate
- Matching grants through Protolabs foundation
- And More!
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.