Strategic Customer Relationship Program Manager

Protolabs; Minneapolis (MN); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Dental & vision

401k with match

Employee stock purchase program

Paid time off

Flexible spending accounts

Job summary

Protolabs is seeking a Customer Relationship Manager to own the health, retention, and growth of accounts post-sale. The role drives the customer experience across the lifecycle, aligning internal processes to customer needs and mitigating risk.

You will coordinate with engineering, operations, quality, and logistics to support orders and deliver best-in-class service. The CRPM will lead cross-functional collaboration, capture customer insights, and promote Protolabs brand values while traveling

Qualifications

• 2 to 5 years in a fast-paced role such as account management, customer success, or inside sales in B2B; manufacturing or technical services preferred.
• Experience within aerospace and defense is required for this position.
• Excellent written, verbal, and communication skills
• Proven ability to manage relationships with both internal and external customers
• Ability to research and keep informed on industry trends as applies to the client/client industry
• Strong analytical and problem-solving skills
• Think strategically
• Effectively manages and balances multiple priorities
• Ability to understand and exercise PM techniques and methodologies
• Ability to travel to our NH location once a month

Responsibilities

• Support a portfolio of accounts; build multi-thread relationships with engineers, buyers, customer success, and supply chain stakeholders
• Provide consultative guidance on manufacturability, materials, tolerances, lead times, and trade-offs; coordinate with Applications Engineering for DFM as needed
• Monitor active orders; proactively communicate risks; coordinate with operations, quality, and logistics to resolve issues and meet SLAs
• Capture voice-of-customer insights; collaborate with product and operations to improve offerings, lead times, and service
• Remaining proactive in account needs to prevent poor customer experiences and obstacles
• Partnering 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 trends
• Contribute to process documentation, playbooks, and continuous improvement initiatives
• Manage and promote cross-functional relationships, ensuring consistent and coordinated customer experience
• Maintain project and/or program plans, timelines, and deliverables
• May support individual customers based on qualification
• Represent the core values of Protolabs in all interactions
• Other duties as assigned

Skills

Account management

Customer relationships

Communication skills

Strategic thinking

Analytical skills

Problem solving

Cross-functional collaboration

Education

BA/BS or equivalent experience

Job description

Protolabs is seeking a Customer Relationship Manager to own the health, retention, and growth of accounts post-sale. The role drives the customer experience across the lifecycle, aligning internal processes to customer needs and mitigating risk.

You will coordinate with engineering, operations, quality, and logistics to support orders and deliver best-in-class service. The CRPM will lead cross-functional collaboration, capture customer insights, and promote Protolabs brand values while traveling