Customer Success Manager II

Job Description

Customer Success Manager II | Xometry

The Tone:
This is a full-time role at Xometry, a company that powers industries by connecting innovators with manufacturers through a digital marketplace. Xometry makes it easy for buyers at large companies to access global manufacturing capacity, providing critical resources for manufacturers to grow. This pivotal role drives customer success by serving as the primary liaison and account manager, orchestrating task completion, ensuring seamless communication, and maintaining clear visibility throughout the order fulfillment lifecycle.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid

• Mission: Drive customer success and efficiency throughout the order fulfillment lifecycle by serving as the primary customer liaison and account manager.
• Tech Stack: CRM, ERP tools, communication software, Excel

What You’ll Actually Do
• Customer Engagement: Serve as the primary liaison for assigned customers, managing relationships, orchestrating task completion, and ensuring clear communication from order initiation to delivery.
• Order Resolution: Resolve CAD/Print discrepancies, clarify part requirements, troubleshoot finishing issues, and manage Purchase Order conflicts to keep orders moving efficiently.
• Issue Escalation & Prevention: Proactively manage customer escalations, execute post-order modifications, and minimize service delays by monitoring CRM queues and ensuring timely request resolution.
• Quality & Compliance Oversight: Clarify requirement specifications for quality assurance, negotiate changes or cancellations, and ensure Service Level Agreement (SLA) compliance across all orders.
• Operational Improvement & Updates: Provide proactive order updates for large and gateway orders, collaborate cross-functionally for process improvement, and uphold Xometry’s quality standards.

The Must-Haves
• Background: Bachelor’s degree in Supply Chain, Engineering, Business Administration, or a related technical field, or equivalent experience, for a Manager-level role focusing on customer success within manufacturing operations.
• Experience: Minimum of 3 years in supply chain and/or customer service, preferably in manufacturing operations, with a proven track record of managing schedule commitments for a dedicated customer group, including large and small-scale projects.
• Skills: Exceptional interpersonal and queue management skills, deep cross-software platform expertise, strong analytical abilities to implement production-sustaining solutions, and proficiency in ERP tools and communication software.
• Bonus: Experience with Xometry’s digital marketplace or similar platforms, proficiency in data analysis tools such as Excel, and prior experience in a manufacturing environment.