We are looking for a Customer Success Manager to facilitate our customers' success by expediting task completion, reassignment, or escalation to leadership based on the nature of the request. As our second line of defense against requests languishing in queues and losing valuable delivery time, you will orchestrate task completion throughout the order/job life cycle, serving as a primary point of contact for the customer community, ensuring seamless communication, proactively addressing challenges, and maintaining clear visibility throughout the order process.

This role requires exceptional interpersonal, queue management, and cross-software platform expertise, paired with notable strengths in collaboration, organizational understanding, and a dedication to exceeding customer expectations and delivering organizational results. You will also contribute to the broader team by providing support, as necessary, to facilitate throughput and success during peak periods.

How You'll Contribute:

• Serve as the primary liaison for customers, facilitating seamless communication and building trust-based relationships throughout the order life cycle
• Orchestrate the order process by maintaining awareness of communication queues to ensure work is prioritized effectively
  Perform regular portfolio reviews to document progress and identify potential delays
• Coordinate with Partner Success Managers to mitigate risks before they impact customer satisfaction
• Identify technical blockers and building process issues that could stall order fulfillment
• Manage and resolve customer escalations cross-functionally, including determining when an order should be reassigned to a different manufacturing partner and managing the implications of doing so
• Collaborate with internal Operations and Product teams to bridge communication gaps and implement solutions that keep orders on track during peak periods
• Negotiate order adjustments, credits, or resolutions resulting from quality issues or delivery misses
• Maintain accurate documentation in central databases, ensuring all case activity adheres to quality management systems and safety procedures
• Identify opportunities for process automation and provide peer support to ensure continuous coverage of Customer Success Team activities

What You'll Bring to Xometry:

• Bachelor's degree in Supply Chain, Engineering, Business Administration, or a related technical field (or equivalent experience)
• Minimum of 4 years of experience in customer success, account management, and/or customer service, preferably in manufacturing operations
• Proven track record of successfully managing and meeting schedule commitments by managing expectations of an identified customer group
• Knowledge of manufacturing processes, timelines, and documentation
• Strong analytical skills with the ability to implement solutions keeping orders on track
• Self-starter with a take-charge attitude and ability to independently drive project completion
• Excellent organizational skills, demonstrated ability to multitask, and understanding of our communication platform's interface while tenaciously working to meet deadlines
• Superior verbal and written communication skills with the ability to effectively manage relationships with all stakeholders
• Excellent attention to detail and collaboration skills
• Proficiency in ERP tools and communication software
• Experience with quality management systems (e.g., ISO 9001)
• Ability to thrive in a fast-paced and high-growth environment
• Experience working with Xometry's digital marketplace or similar platforms is a plus
• Proficiency in data analysis tools (e.g., Google Sheets) is a plus
• Experience working in a manufacturing environment is a plus

Conditions

Language skills:
English C1+
Holiday calendar:
USA holidays
Time Zone:
Eastern Time - USA

Benefits:

Competitive salary and a comprehensive benefits package
Health and life insurance
Generous paid time off, including vacation, sick leave, and floating and fixed holidays
Employee Assistance Program (EAP) and other wellbeing resources

Team Spirit and Friendly Atmosphere: We work in an open, friendly, and trusting environment that welcomes initiative. In the Xometry team, everyone is ready to help and support in difficult times, and we always celebrate victories together and appreciate the contribution of everyone.

Development Opportunities: We are a fast-growing company, and each new task is an interesting challenge for the team.

We Care: We offer ongoing, free of charge well-being activities for our people and charity projects worldwide.

Flexibility: Speed and flexibility are some of our advantages, allowing us to achieve amazing results. We have flexible processes and planning, we can respond to rapidly changing conditions, and we remain effective in the face of uncertainty.

Onboarding: We provide a well-structured onboarding plan for new employees, combining all process, technology, and systems components into one.

Apply now and become part of our journey!

#LI-Remote

#Promoted