Customer Success Manager II

The role

The Customer Success Manager II serves as the main customer liaison and account manager for assigned customers. The role manages orders from start to delivery, resolves escalations and post-order changes, and keeps queues within service level agreements.

What you will 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 and Print/CAD specifications.
• Negotiate changes, cancellations, and associated costs with partner solutions.
• Resolve post-order invoicing issues.
• Provide proactive order updates for large and gateway orders.
• Ensure SLA compliance by managing all internal and customer queues.
• Monitor queues to decrease case closure times and maximize first-contact resolution.
• Promote operational excellence through cross-functional collaboration and process improvement.

Required qualifications

• 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 meeting schedule commitments while managing expectations of a customer group.
• Knowledge of manufacturing processes, timelines, and documentation.
• Strong analytical skills.
• Self-starter able to independently drive project completion.
• Working experience in large and small scale projects.
• Excellent organizational skills and ability to multitask.
• Superior verbal and written communication skills.
• Excellent attention to detail and collaboration skills.
• Proficiency in ERP tools and communication software.
• Ability to thrive in a fast-paced, 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.

Before you apply

• For US based roles, Xometry participates in E-Verify and requires a Form I-9 to confirm work authorization after an offer is accepted.

About the company

Xometry (NASDAQ: XMTR) connects people with ideas to manufacturers through its digital marketplace. It gives manufacturers resources to grow and gives Fortune 1000 buyers access to global manufacturing capacity.