Manufacturing Customer Success Manager
About the role
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 Partner Success Manager 2 (PSM2) to facilitate manufacturing partners' 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 production time, you will orchestrate task completion throughout the order/job life cycle, serving as a primary point of contact for the partner community, ensuring seamless communication, proactively addressing challenges, and maintaining clear visibility throughout the production 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 partner 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 manufacturing partners, facilitating seamless communication and building trust-based relationships throughout the order life cycle
- Orchestrate the production 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 Customer Success Managers to mitigate risks before they impact customer satisfaction
- Identify technical blockers and building process issues that could stall manufacturing
- Manage and resolve partner escalations cross-functionally, including determining when a job(s) should be moved from one partner to another and managing the implications of doing so
- Collaborate with internal Operations and Product teams to bridge communication gaps and implement solutions that keep production underway during peak periods
- Negotiate partner payment reductions 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 Partner 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 supply chain 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 production underway
- 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
Partner Success Manager 1 (PSM1)
We are looking for a Partner Success Manager 1 (PSM1) to facilitate manufacturing partners' success by expediting task completion, reassignment, or escalation to leadership based on the nature of the request. As our first line of defense against requests languishing in queues and losing valuable production time, you will orchestrate task completion throughout the order/job life cycle, serving as a primary point of contact for the partner community, ensuring seamless communication, proactively addressing challenges, and maintaining clear visibility throughout the production 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 partner 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 tactical driver for partner success, proactively resolving critical production blockers such as unexpected cost or lead time discrepancies, freight inquiries, and label generation issues
- Manage the end-to-end resolution of job cancellation requests and missing inspection documents
- Oversee PSS dispute resolutions
- Maintain constant awareness of communication queues to ensure tasks are prioritized effectively and prevent production stalls
- Facilitate the recovery of troubled orders and execute pull-in requests to meet month-end and quarter-end goals
- Collaborate cross-functionally with internal Operations and Quality CoE teams to bridge communication gaps and optimize manufacturing outcomes
- Build trust-based relationships with the partner community, providing transparent updates on project status and quality requirements
- Identify process automation opportunities and maintain rigorous documentation for revenue recognition
- Provide peer coverage to ensure continuous support
- Escalate complex risks to leadership while strictly adhering to Xometry's quality management systems
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 2 years of experience in supply chain 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 production underway
- 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
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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. Please read our privacy policy here.Description as published by Xometry Europe.
