Customer Success Manager II

Overview

Xometry seeks a Customer Success Manager II to drive customer success and efficiency across the order fulfillment lifecycle, acting as the primary customer liaison and account manager for assigned customers.

What you'll do

• 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 need

• 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.

Details

• Location: Bangalore, India.
• Work mode: Hybrid.