Partner Success Manager III

About the role

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.

Xometry is seeking a highly organized and proactive Partner Success Manager to facilitate manufacturing partners' success by expediting task completion, reassignment, or escalation to leadership based on the nature of the request. The Partner Success Manager is our second line of defense against requests languishing in queues and losing valuable production time damaging capacity utilization.

In this role you will orchestrate task completion throughout the order/job life cycle serving as a primary point of contact for the partner community, ensuring seamless communication, proactively addressing challenges, and maintaining clear visibility throughout the production process.

This role requires exceptional interpersonal, queue management, and cross-software platform expertise skills paired with notable strengths in collaboration, organizational understanding, and a dedication to exceeding partner expectations and delivering organizational results.

You will also contribute to the broader team by providing support, as necessary, to facilitate throughput and success during peak periods.

How You'll Contribute

• Serve as the primary point of contact for the partner community, building trust-based relationships through proactive and transparent communication regarding project status and potential roadblocks
• Orchestrate the production process by maintaining communication queue awareness to ensure work is effectively prioritized and delays are mitigated
• Conducting weekly portfolio reviews to document progress and managing risk-based outreach to evaluate partner fitness and production plans for high-risk jobs, escalating significant risks as necessary to maintain organizational results
• Act as a technical subject matter expert for the Partner Success Team, driving operational excellence and resolving production blockers through deep knowledge of manufacturing technologies
• Proactively identify and resolve issues, including the management of RMA projects and the negotiation of financial reclamations resulting from non-conformance or late deliveries
• Collaborate cross-functionally with Operations and PD&T teams and ensure adherence to quality management systems and safety policies while providing peer support to maintain continuous operational success.

What You Bring To Xometry

• Bachelor's degree in Supply Chain, Engineering, Business Administration, or a related technical field (or equivalent experience)
• Minimum of 4 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
• 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
• Experience with quality management systems (e.g., ISO 9001)
• Thrive in a fast-paced and high-growth environment

Preferred Qualifications

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

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