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.
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Responsibilities
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Support a portfolio of accounts; build multi-thread relationships with engineers, buyers, customer success, and supply chain stakeholders
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Provide consultative guidance on manufacturability, materials, tolerances, lead times, and trade-offs; coordinate with Applications Engineering for DFM as needed
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Monitor active orders; proactively communicate risks; coordinate with operations, quality, and logistics to resolve issues and meet SLAs
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Capture voice-of-customer insights; collaborate with product and operations to improve offerings, lead times, and service
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Remaining proactive in account needs to prevent poor customer experiences and obstacles
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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
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Contribute to process documentation, playbooks, and continuous improvement initiatives
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Manage and promote cross-functional relationships, ensuring consistent and coordinated customer experience
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Maintain project and/or program plans, timelines, and deliverables
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May support individual customers based on qualification
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Represent the core values of Protolabs in all interactions
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Other duties as assigned
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Knowledge, Skills, and Abilities:
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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
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Experience within aerospace and defense is required for this position.
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Excellent written, verbal, and communication skills
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Proven ability to manage relationships with both internal and external customers
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Ability to research and keep informed on industry trends as applies to the client/client industry
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Strong analytical and problem-solving skills
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Think strategically
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Effectively manages and balances multiple priorities
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Ability to understand and exercise PM techniques and methodologies
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Ability to travel to our NH location once a month,
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Preferred Qualifications:
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BA/BS or equivalent experience
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Familiarity with digital manufacturing or industrial supply chains is a plus; knowledge of CNC, 3D printing, sheet metal, or injection molding beneficial
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Salesforce experience
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PM experience
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What's in it for you?
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We offer a competitive salary and annual bonus opportunity
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In addition, we offer amazing benefits including but not limited to:
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Health Insurance: Traditional OR High Deductible plan
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Flexible Spending Accounts
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Health Savings Account (including employer contributions)
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Dental and Vision
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Basic and Supplemental Life Insurance
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Short-Term and Long-Term Disability
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Paid caregiver leave
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You will receive 3 weeks of PTO, plus Holiday Pay and Volunteer Hours
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401k with company match and immediate vest
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Employee Stock Purchase Program at a 15% discounted rate