Customer Success Partner III

Protolabs; New Hampshire; Hybrid; USD 50,000 - 67,000; Full time

Benefits offered by this job

Health Insurance

Flexible Spending Accounts

Health Savings Account

Dental and Vision

Life Insurance

Disability Insurance

Paid caregiver leave

3 weeks of PTO

Job summary

Protolabs is seeking a Customer Success Partner III to deliver outstanding service to external customers and internal partners. This hybrid role requires coordinating across sales, finance, production and other teams to meet customer needs and manage large orders.

You will mentor teammates, maintain documentation, and participate in system updates and training. The position offers a competitive total rewards package and opportunities for growth.

Qualifications

• BA/BS or equivalent experience.
• 3-5 years’ Customer Service experience in a manufacturing environment preferred and/or a minimum of two years Protolabs Customer Service experience.
• Strong computer skills, including experience with CRM and ERP software.
• Strong communication skills and ability to work cross-functionally.
• Excellent customer relationship management skills, including the ability to manage escalations and retention.
• Ability to mentor and provide clear work direction to coworkers.

Responsibilities

• Serves as a subject matter expert for the team and collaborates with internal departments to handle special requests.
• Project manage large customer orders and troubleshoot customer needs.
• Communicate proactively with stakeholders and customers.
• Create and send reports as required by customers or internal sales partners.
• Partner with cross-functional teams to ensure large projects are implemented successfully.
• Update procedure documents and workflows as processes change.
• Manage customer portals and onboarding activities for new employees.

Skills

Excellent communication

Customer service

Cross-functional collaboration

Mentoring teammates

Detail-oriented

Education

BA/BS or equivalent experience

Tools

MS Office

CRM

ERP

Job description

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 Success Partner III!

This is a HYBRID role - onsite Tuesday-Thursday if located near Maple Plain MN, Nashua NH, or Raleigh, NC. Must be available Monday-Friday during first-shift hours.

The purpose of this role is to provide outstanding customer service to both our external customers and internal business partners. An in-depth understanding of all CS processes and service lines is required. They are accountable to identify solutions to meet the needs of our customers while minimizing risk to the organization by providing technical support to the Customer Service team which may include answering process questions, mentoring team members, ensuring documentation is accurate and up-to-date, and delivering training as required. Will also serve as an SME for the full CS organization, representing the team for systems releases and large-scale projects/changes.

What You Will Do

• Serves as a subject matter expert for the team:
• Collaborate with internal departments; sales, sales management, finance, production and other internal staff to facilitate special and/or unusual requests in order to satisfy customer requests.
• Project manage large customer orders, troubleshoot customer needs
• Consistently and proactively communicates to stakeholders as well as customers
• Creates and sends reporting as required by customers or internal sales partners.
• Accountable partnering with cross-functional teams to ensure large customer projects have been successfully implemented and executed (i.e. monitoring customer forecasts, secondary operations, logistical challenges)
• Experts in all customer Service processes, standard and complex.
• Manages the response in the Ask the Expert Channel: providing answers/direction, looking for triaging and production gaps, and identifying opportunities for process enhancements.
• Responsible for updating procedure documents and work flows as new processes are created or existing processes are updated/changed.
• Manages customer portals: setting up and maintaining portal access.
• Delivers training and delivers on-boarding activities for new employees.

What You Bring

• BA/BS or equivalent experience.
• Recommended 3-5 years’ Customer Service experience in a manufacturing environment preferred and/or a minimum of two years Protolabs Customer Service experience.
• Strong computer skills (MS Office applications), including experience with CRM and ERP software preferred.
• Consistently demonstrates strong attention to detail, initiative, logic, and resourcefulness.
• Serves as an agent of change, supporting changes and helping the team navigate through change.
• Strong communication skills and ability to work cross-functionally.
• Excellent customer relationship management skills, including the ability to successfully manage customer escalations and focus on customer retention.
• Strong problem-solving skills with the confidence to seek solutions independently, offering multiple options to resolve issues that advocate both the customer and Protolabs .
• Ability and confidence to push back and provide feedback . Advocates for the customer ensuring Customer Service process and Protolabs policy are leveraged .
• Ability to mentor and provide clear work direction to coworkers.

What's In It For You

• We offer a competitive salary and total rewards package
• 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 at least 3 weeks of PTO + Wellness + Holiday Pay + Volunteer Hours
• 401k with company match and immediate vest
• Employee Stock Purchase Program at a discounted rate
• Matching grants through Protolabs foundation
• And More!

$50,300 - $67,101 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.