Manufacturing Customer Success Manager

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity.

We are looking for a Customer Success Manager who will strengthen our Operations team.

As a Customer Success Manager , you will join a fast-moving team of technical professionals solving supply chain challenges for customized parts.

How You’ll Contribute:

Take actions to improve on-time delivery, quality, and customer satisfaction

Track and monitor the progress of multiple customer orders and partner jobs

Provide excellent customer and partner service through relationship-building, partnership creation, and timely order updates

Apply technical knowledge (or leverage subject matter experts) on manufacturing design and production to ensure timely job delivery

Understand supplier capabilities and execute supplier oversight, including phone assessments, schedule creation, quality reviews, and corrective actions

Assess the impact of manufactured part rejections and communicate with suppliers and customers to resolve issues

Manage customer complaints resulting in product replacements

Report status, risks, and recovery efforts for troubled orders and jobs

Document all case activity in the central database

Utilize company technology platforms and comply with the Quality Management System

Monitor the integrity of supplier quality metrics

Interface with Engineering, Customer Care, Quality, Sales, and Shipping teams to ensure manufacturing processes meet customer expectations

Communicate effectively with all key stakeholders, including suppliers, customers, and leadership

Participate in initiatives to simplify and automate complex processes

Perform all work in compliance with Xometry’s quality and safety systems, policies, and procedures

What You’ll Bring to Xometry:

Prior project management, supply chain, and customer service experience

Minimum of 3 years of relevant experience, preferably in manufacturing or operations

Ability to perform root cause analysis and identify solutions to complex problems

Bachelor of Science degree in Supply Chain, Engineering, or a related technical field preferred

Knowledge and experience in manufacturing processes, engineering drawings, and mechanical/electrical inspection methods

Self-starter capable of working independently and driving actions to completion

Strong organizational skills and adaptability in a dynamic environment

Ability to multitask, meet deadlines, and support all supplier quality field activities

Excellent communication skills (oral and written), capable of managing up and laterally

English level C1

Work Conditions:

Remote full-time job

Fixed rate depending on the career level

Corporate laptop

Free corporate language courses

Ability to grow and develop your career

Salary reviews and other benefits

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.

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Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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