Customer Success Partner II

About the role

Protolabs is seeking a Customer Success Partner II to manage complex service inquiries and support our digital manufacturing operations. This position requires a professional who can act as a subject matter expert, mentor team members, and bridge the gap between customer needs and internal production processes. You will work in a hybrid capacity to help deliver innovative products to market.

Key facts

What you'll do

• Manage complex customer service tasks and high-level order processing with precision.
• Serve as a subject matter expert for specific internal processes and provide guidance to the team.
• Act as a liaison between customers and internal departments to resolve order issues.
• Communicate accurate product information and order status updates to clients.
• Mentor colleagues and participate in ongoing professional development and training.
• Identify and troubleshoot customer requests in real-time while maintaining service quality.
• Coordinate with internal partners to develop solutions for unique customer requirements.
• Operate under moderate supervision while maintaining high standards of accuracy.

Requirements

• 3 to 5 years of customer service experience, ideally within a manufacturing setting.
• 2 years of prior experience at Protolabs is preferred.
• A college degree is preferred.
• Proficiency in Microsoft software and general computer navigation.
• Experience using CRM and ERP systems.
• Knowledge of logistics and various shipping scenarios.
• Ability to lift or move up to 25 pounds and perform standard office tasks.
• Must be able to work on-site in Maple Plain, MN, three days per week (Tuesday through Thursday).

Skills & tools

• CRM software
• ERP software
• Microsoft Office suite
• Logistics and shipping coordination
• Problem-solving and troubleshooting

Practical notes

• This role is restricted to U.S. Citizens, lawful permanent residents, or individuals with refugee or asylee status due to ITAR compliance requirements. Temporary visa holders (E, F-1, H-1, H-2, L, B, J, TN, or OPT) are not eligible.
• Benefits include health insurance (traditional or high deductible), HSA with employer contributions, FSAs, dental, vision, life insurance, and disability coverage.
• Additional perks include at least 3 weeks of PTO, wellness time, holiday pay, volunteer hours, a 401k with immediate vesting and company match, an employee stock purchase program, and matching grants via the Protolabs foundation.
• The work environment is primarily office-based, though some duties may require access to manufacturing areas involving noise, machinery, or varied weather conditions.