Customer Success Partner III

Location: Hybrid, onsite Tuesday–Thursday for candidates located near Maple Plain, MN or Nashua, NH; Monday–Friday availability during first-shift hours required. The role is open only to U.S. citizens, lawful permanent residents, and foreign nationals with refugee or asylee status.

Company

Protolabs provides manufacturing services and operates ITAR-compliant facilities across the United States.

What you will do

• Serve as a subject matter expert on standard and complex Customer Service processes.
• Collaborate with sales, finance, production, and other internal teams to resolve special customer requests.
• Project-manage large customer orders, troubleshoot customer needs, and coordinate forecasts, secondary operations, and logistics.
• Communicate proactively with customers and stakeholders and create required reporting.
• Answer questions in the Ask the Expert channel, identify process or production gaps, and support process enhancements.
• Update procedures and workflows, manage customer portal access, and deliver employee training and onboarding.

Requirements

• BA/BS degree or equivalent experience.
• 3–5 years of Customer Service experience in a manufacturing environment preferred, and/or at least 2 years of Protolabs Customer Service experience.
• Strong computer skills, including MS Office; CRM and ERP experience preferred.
• Strong attention to detail, initiative, logic, resourcefulness, communication, and cross-functional collaboration skills.
• Customer relationship management expertise, including managing escalations and supporting customer retention.
• Strong problem-solving skills and the ability to independently develop multiple solutions balancing customer and Protolabs needs.
• Ability to support organizational change, provide feedback, advocate for customers, and apply Customer Service processes and Protolabs policy.
• Ability to mentor coworkers and provide clear work direction.
• Must meet ITAR eligibility requirements: U.S. citizenship, lawful permanent residence, or refugee/asylee status. Temporary visa holders, including E, F-1, H-1, H-2, L, B, J, TN, and OPT holders, are not eligible.

Culture & Benefits

• Hybrid work arrangement with onsite attendance Tuesday–Thursday for employees near Maple Plain, MN or Nashua, NH.
• Health insurance, flexible spending accounts, health savings account with employer contributions, dental and vision coverage, life insurance, and short- and long-term disability coverage.
• Paid caregiver leave, at least three weeks of PTO, wellness benefits, holiday pay, and volunteer hours.
• 401(k) with company match and immediate vesting.
• Employee Stock Purchase Program and matching grants through the Protolabs foundation.