Customer Relationship Specialist

What you'll do

• Support a portfolio of accounts; build multi-threaded 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 a 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

What it takes

• BA/BS or equivalent experience
• 2 to 5 years in a fast-paced client-facing role (account management, customer success, or inside sales) in B2B; manufacturing or technical services preferred
• Medical manufacturing OR medical industry experience required.
• Familiarity with digital manufacturing or industrial supply chains is a plus; knowledge of CNC, 3D printing, sheet metal, or injection molding beneficial
• Salesforce experience
• PM experience
• 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 it 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

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!