Customer Relationship Program Manager (Aerospace/Defense)

Job description

**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 Relationship Program Manager (Aerospace/Defense)!** *This is a HYBRID role - onsite Tuesday-Thursday in Maple Plain, MN.* The Customer Relationship Manager (CRM) plays a critical role in driving customer success, loyalty, and long-term growth by owning the health, retention, and expansion of customer accounts after the sale. This highly visible position serves as a trusted advisor and advocate, building strong partnerships while delivering exceptional customer experiences throughout the entire lifecycle. The CRM collaborates across the organization to align processes with customer needs, identify opportunities for improvement, mitigate risk, and ensure customers realize maximum value from their partnership with Protolabs. As the bridge between customers and internal teams, this role leads cross-functional coordination, proactively solves challenges, and drives strategic initiatives that strengthen customer relationships, protect revenue, and enhance the Protolabs brand. ### What You Will Do: - Support a portfolio of accounts; build multi-thread 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 - 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 - Maintain project and/or program plans, timelines, and deliverables ### What It Takes: - 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 - Experience within aerospace and defense is required for this position. - Ability to travel to our New Hampshire location once a month - 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 applies to the client/client industry - Strong analytical and problem-solving skills - Effectively manages and balances multiple priorities - Ability to understand and exercise PM techniques and methodologies ### What Makes You Stand Out: - BA/BS or equivalent experience - 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 ### What's in it for you? - We offer a competitive salary and total rewards package - 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 at least 3 weeks of PTO + Wellness + Holiday Pay + Volunteer Hours - 401k with company match and immediate vest - Employee Stock Purchase Program at a discounted rate - Matching grants through Protolabs foundation - And More!