Customer Relationship Program Manager

Role Summary

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.

Responsibilities

• 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

Requirements

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

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.

Benefits

• 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!

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

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.