Customer Operations Success Specialist

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.

As a Customer Operations Success Specialist at Xometry, you will play a crucial role in ensuring customer satisfaction and driving sales growth. This dynamic position combines customer service, sales, and operations responsibilities, making it ideal for a proactive and versatile individual. You will be the primary point of contact for our valued customers, creating and setting up quotes, troubleshooting issues, cross-selling items, monitoring queues, providing report updates, and collaborating with other departments. This role offers significant growth and learning opportunities, including on-the-job training and potential for career advancement.

Responsibilities:

• Customer Onboarding and Support:

• Guide new customers through the onboarding process, ensuring a smooth transition to our technology platform.

• Provide training and support to help customers maximize the value of our solutions from day one.

• Serve as the primary point of contact for customer inquiries, issues, and escalations.

• Sales and Relationship Management:

• Develop and maintain strong relationships with key stakeholders at customer organizations.

• Act as a trusted advisor, understanding their unique needs and challenges, and providing tailored solutions and support.

• Identify opportunities for upselling and cross-selling additional products or services to existing customers.

• Operational Excellence:

• Create and set up quotes on behalf of customers, ensuring accuracy and efficiency.

• Monitor customer usage and engagement metrics to identify opportunities for proactive support and intervention.

• Utilize data to engage with customers in a timely manner, addressing any roadblocks to their success.

• Collaboration and Reporting:

• Collaborate with Customer Partner Care, Engineering, and other internal teams through proactive engagement on product and support-related issues.

• Provide regular reports and updates to management on customer satisfaction, sales opportunities, and operational performance.

• Work closely with the sales team to ensure high renewal rates and drive expansion of our customer base.

• Continuous Improvement:

• Gather customer feedback and insights to inform product development and enhancement efforts.

• Advocate for customer needs internally and collaborate with cross-functional teams to drive continuous improvement of our technology solutions.

• Stay up-to-date with industry trends and best practices to enhance your skills and contribute to the growth of Xometry.

Qualifications:

• Bachelor's degree in business, engineering, or a related field

• 3+ years experience in a customer-facing role, preferably in a technology or manufacturing environment

• Strong interpersonal and communication skills, with the ability to build rapport and trust with customers at all levels of an organization

• Excellent problem-solving abilities, with a proactive and solution-oriented mindset

• Ability to work independently and collaboratively in a fast-paced, dynamic environment

• Familiarity with CRM systems and customer support tools preferred

• Strong organizational skills and ability to prioritize multiple customer initiatives and projects

#LI-Hybrid

Here at Xometry we believe in diversity, equity, inclusion and belonging. We are committed to welcoming, respecting, and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all.

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.

Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.