Customer Relationship Specialist
About The Position
The Customer Relationship Specialist owns relationships with a portfolio of customers to drive retention, satisfaction, and revenue growth. The role will focus on identifying actions and directions that support all customers and aligning processes to support the customer experience throughout the lifecycle. This role is responsible for fostering and maintaining customer relationships by making the production order process seamless as possible for the entire customer base, which includes building strong working relationships cross-functionally. You will be the primary point of contact for day-to-day inquiries, orders, and post-sales support, partnering closely with sales, applications engineering, operations, and customer success to deliver an exceptional, proactive customer experience.
Requirements
- 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
- 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
Nice To Haves
- Familiarity with digital manufacturing or industrial supply chains is a plus; knowledge of CNC, 3D printing, sheet metal, or injection molding beneficial
Responsibilities
- 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
Benefits
- We offer a competitive salary and annual bonus opportunity
- 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!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
