Marketplace Customer Success Specialist

Are you a customer-obsessed advocate with a passion for helping customers achieve their full potential? Do you have the business savvy, customer experience, and problem-solving skills necessary to help them thrive? And finally, do you enjoy watching your efforts reduce customer churn? If so, join our Xometry team as a Customer Success Specialist!

In this multifaceted role, you will deliver stellar outcomes for both new and “at risk” customers by providing training, technical support and advocacy - with an end goal of creating value and driving loyalty.

What differentiates you? Impeccable interpersonal and problem solving skills, an authentic desire to see customers succeed and the ability to manage a robust and diverse customer portfolio.

Responsibilities:

• New Customer Engagement: Oversee a portfolio of diverse customer personas spanning across hobbyist, SBM and Enterprise accounts, providing strategic guidance / Training and serving as their advocate through their fifth order.
• Improve Outcomes and Retention: Evaluate accounts regularly against performance metrics to proactively identify risks and opportunities; devise strategies to boost retention and customer satisfaction.  
• Develop Strong Relationships: Build and maintain “first impression” relationships with key decision-makers within each account to solidify Xometry as their on-demand manufacturing choice.
• Influence Product Enhancements: Relay customer feedback to internal teams to inform product development and service improvements that respond to market demands.
• Loyalty: Build trusting cross functional relationships with Sales, Operations and customers
• Ambassador for Xometry: Represent the values and mission of Xometry in all interactions, reinforcing our industry leadership in the on-demand manufacturing  market.

Time Zone: US Eastern Time (ET)

Qualifications:

• Bachelor’s degree preferred
• 3+ years of  experience in an account management or customer success role with closing experience (B2B sales experience is preferred)
• Strong understanding of digital marketplace concepts and tools is a plus
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients
• Highly organized and detail-oriented, with the ability to manage multiple client accounts simultaneously
• Self-starter, problem-solving mindset with an inquisitive approach 
• Ability to analyze data and provide actionable insights
• Basic project management and time management skills
• Prior HubSpot and Salesforce experience required
• Familiarity in programs such as Google Suite, Microsoft Office Suite, Zoom/WebEx/GoToMeeting
• Understand how technology products and services and solutions can solve business problems
• Coachability: You bring a growth mindset every day and feel excited to learn from your peers
• Commitment and curiosity to stay current with industry trends

We offer:

• Remote full-time job with flexible working hours.
• Fixed rate depending on the career level.
• Significant annual loyalty bonus.
• Overtime hours are possible for this position.
• Corporate Laptop.
• Free corporate language courses.
• Team spirit and friendly atmosphere: we work in an open, friendly and trusting environment that welcomes initiative. In the Xometry team, everyone is ready to help and support in difficult times, and we always celebrate victories together and appreciate the contribution of everyone.
• Development opportunities: we are a fast growing company, each new task is an interesting challenge for the team.
• We care: ongoing free of charge well-being activities for our people, charity projects worldwide.
• Flexibility: speed and flexibility are some of our advantages, allowing us to achieve amazing results. We have flexible processes and planning, we can respond to rapidly changing conditions and remain effective in the face of uncertainty.
• Onboarding: Well structured onboarding plan for new employees combining all in one process, technology, and systems components.

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