Customer Success Relationship Manager

Be yourself at Protolabs 

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace. So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply! You can help make our company even better. We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself. We strongly believe diversity makes for more successful teams. 

Why Protolabs? 

We are the leaders in digital manufacturing. We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit. Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds. We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do. It’s our people who fuel our creativity and make our culture feel like home. 

Join our team as a Customer Success Relationship Manager!

This is a hybrid role being onsite in Maple Plain, MN on Tuesday, Wednesday, and Thursday.

The Customer Success Relationship Manager will play a pivotal role in leading a team of Customer Success Managers, focusing on delivering complex customer and internal partner support. This position requires a strategic thinker with strong project management skills, excellent problem-solving capabilities, and a passion for relationship management.

What you'll do:

Leadership and Team Management:

• Lead and mentor a team of Customer Success Managers, fostering a collaborative and results-driven environment.
• Drive performance and professional development to ensure the team's success.

Project Management:

• Oversee and manage projects related to customer and partner success.
• Ensure timely delivery and alignment with strategic business goals.

Complex Customer and Internal Partner Support:

• Provide advanced support for complex customer inquiries and internal partner interactions.
• Develop and implement strategies to resolve issues efficiently and effectively.

Relationship Management:

• Build and maintain strong relationships with customers and internal partners.
• Serve as the primary point of contact for escalated issues and ensure customer satisfaction.

Strategic Development:

• Develop and drive strategies for elevated customer support and engagement.
• Identify opportunities for process improvements and scalability for serving multiple customers.

Problem Solving and Innovation:

• Analyze and resolve problems for customers and internal partners.
• Work on innovative solutions that can be scaled and applied to other customer scenarios.

Process and KPI Management:

• Define processes and work streams tailored to specific customer profiles.
• Manage and track key performance indicators (KPIs) to monitor team and process effectiveness.

Adaptability and Change Management:

• Navigate ambiguity comfortably, adapting to changing circumstances with proactive strategies.
• Drive change management and communication strategies within the team to foster a culture of adaptability and innovation.

Feedback and Continuous Improvement:

• Provide constructive feedback and ideas to capitalize on opportunities and attain wins.
• Collaborate closely with the Operations Manager to identify priorities, address bugs, and implement enhancements.

What it takes:

• 5+ years of proven experience in customer success, relationship management, or a related field.
• 3+ years of leadership experience with experience managing and developing a team of exempt employees.
• 2+ years of project management experience.
• Strong leadership skills, with experience leading exempt employees.
• Excellent project management and organizational skills.
• Exceptional communication and interpersonal skills.
• Proficient in problem-solving with a focus on strategic solutions.
• Ability to work in a fast-paced, dynamic environment.

What's in it for you?

• We offer a competitive total compensation package
• In addition, we offer competitive 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 PTO + Holiday Pay + Volunteer Hours
• 401k with company match and immediate vest
• Employee Stock Purchase Program with a 15% discount
• And More!

Proto Labs maintains ITAR-compliant operations in all of our United States based facilities. Due to ITAR regulations, this role is only open to U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status. Individuals with temporary visas (e.g. E, F-1, H-1, H-2, L, B, J, TN or OPT) are not eligible for hire in this role.

Proto Labs, Inc. is an Equal Opportunity Employer

Physical Demands:

While performing the essential duties of this job, the employee is regularly required to sit; use a computer keyboard, monitor and mouse, telephone and printer; reach with hands, and arms, talk, see and hear. The employee is occasionally required to stand, walk, stoop or kneel and must occasionally lift and/or move up to 25 pounds.

Work Environment:

Indoors (A/C); nonsmoking; the majority of this job function is performed in an office setting requiring normal safety precautions. However, there may be job duties that require the employee to spend time in the manufacturing areas exposed to machinery and noise; eye protection occasionally required. Occasionally works in outside weather conditions. Occasionally works near moving mechanical parts and in high, precarious places and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock and vibration. The noise level in the work environment is usually quiet to moderate.