Customer Relationship Program Manager

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.

What it takes:

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 e xperience

What's in it for you?

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!