Partner Success Manager I

Job description

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 (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. We are on the hunt for the perfect match for our Partner Success Manager position! If you thrive in a fast-paced environment, love building strong partner relationships, and have a passion for driving mutual growth, this role is for you! Join our dynamic team and help our manufacturing partners maximize their success on the Xometry platform. As a Partner Success Manager I, you will be part of a fast-moving team of professionals who own the health and growth of Xometry's manufacturing partner network. Functional responsibilities What do we do in Partner Success? - Take actions to improve partner engagement, order throughput, quality, and overall partner satisfaction. - Track and monitor the performance of assigned partner accounts, including capacity utilization, job acceptance rates, and on-time delivery. - Provide excellent partner service by building relationships, onboarding new partners, and delivering frequent, proactive communication on performance and opportunities. - Apply first-hand knowledge of manufacturing capabilities (or leverage subject matter experts) to match partners with the right jobs and help them scale volume. - Understand partner capabilities and conduct regular business reviews, capacity assessments, performance scorecards, and improvement plans. - Assess the root cause of partner performance issues (quality rejections, missed deadlines, capacity gaps); collaborate with partners to resolve issues and prevent recurrence. - Manage escalations related to partner performance, working cross-functionally to protect the customer experience. - Report out on partner health, risk, growth opportunities, and recovery plans for underperforming accounts. Job Duties - Document all partner interactions and account activity in the central CRM/database. - Leverage company technology platforms and comply with the Quality Management System. - Monitor and report on partner performance metrics and quality standards. - Interface with Sales, Operations, Quality, Engineering, and Customer Care teams to ensure partner capabilities align with customer demand and delivery expectations. - Effectively communicate with all key stakeholders, including partners, internal teams, and leadership. - Identify and drive opportunities to grow partner order volume, expand capabilities, and improve retention. - Participate in and provide input on initiatives to simplify and automate partner management processes. - Perform all work in compliance with Xometry's quality and safety systems, policies, and procedures. Requirements for applicants Qualifications - Prior account management, partner/supplier management, or customer success experience required. - A minimum of 3 years of related experience, preferably in manufacturing, operations, or supply chain. - A Bachelor's Degree in Supply Chain, Business, Engineering, or a related field preferred. - Working knowledge of manufacturing processes, production capabilities, and quality/inspection standards. - Capable of performing root cause analysis and identifying solutions to complex partner performance issues. - A self-starter who can work independently and drive actions to completion. Strong organizational skills and ability to work in a dynamic environment. Able to multitask, meet deadlines, and manage a portfolio of partner accounts. Strong communication skills (oral and written) with the ability to manage up and across teams. Education - A Bachelor's Degree in Supply Chain, Business, Engineering, or a related field preferred. Special work experience required - A minimum of 3 years of related experience in account/partner management, manufacturing, or operations. Personal qualities - Capable of performing root cause analysis and identifying solutions to complex problems. - Self-starter, strong organizational skills, comfortable in a dynamic environment. - Strong relationship-building and communication skills. 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. For US based roles: 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.