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 aCustomer Success Manager who will strengthen our Operations team.

As aCustomer 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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