Customer Success Manager II

Xometry seeks a highly organized and proactive Customer Success Manager II (CSM II) to drive customer success and efficiency throughout the order fulfillment lifecycle. This pivotal role serves as the primary customer liaison and account manager with dedicated assigned customers, skillfully orchestrating task completion, ensuring seamless communication, and maintaining clear visibility from initiation to delivery. The CSM II is responsible for proactively managing customer escalations, executing post-order modifications, and minimizing service delays by serving as the first line of defense against aging requests within CRM queues. Success in this position requires exceptional interpersonal and queue management skills, deep cross-software platform expertise, and a strong commitment to exceeding customer expectations and achieving organizational results, including providing critical team support during peak operational periods.

How You’ll Contribute:

• Collaborate with customers to resolve CAD/Print discrepancies.
• Clarify part requirements through customer outreach.
• Coordinate and troubleshoot finishing or post-processing issues.
• Manage and resolve discrepancies between Purchase Orders (PO) and Print/CAD specifications.
• Address and clarify Purchase Order (PO) requirements.
• Ensure quality assurance by clarifying requirement specifications with customers.
• Negotiate changes, cancellations, and associated costs with partner solutions.
• Resolve post-order invoicing issues.
• Provide proactive order updates for large and gateway orders. 
• Ensure Service Level Agreement (SLA) compliance by managing all internal and customer queues. 
• Actively monitor queues to decrease case closure times and maximize first-contact resolution.
• Forge close customer relationships to ensure timely resolution of actionable items.
• Promote operational excellence through cross-functional collaboration with operations and personal development and training for process improvement and automation.
• Uphold Xometry's quality/safety standards, monitor key customer success metrics, and provide peer support for team continuity. 

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 3 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. 
• Working experience in large and small scale projects
• Excellent organizational skills, demonstrated ability to multitask, 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.
• Thrive in a fast-paced and high-growth environment.

Nice to have:

• Experience working with Xometry's digital marketplace or similar platforms.
• Proficiency in data analysis tools (e.g., Excel).
• Experience working in a manufacturing environment.

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