Marketplace Customer Success Specialist

Summary

Join Xometry's team as a Customer Success Specialist and deliver stellar outcomes for new and at-risk customers. You will provide training, technical support, and advocacy to create value and drive loyalty. This multifaceted role requires impeccable interpersonal and problem-solving skills and a genuine desire to see customers succeed. You will manage a diverse customer portfolio, evaluate account performance, devise strategies to boost retention, and build strong relationships with key decision-makers. Furthermore, you will relay customer feedback to improve products and services and represent Xometry's values and mission. The position is remote with flexible hours and offers a fixed rate, significant annual loyalty bonus, overtime possibilities, a corporate laptop, free language courses, and various development opportunities.

Requirements

• Bachelor’s degree preferred
• 3+ years of experience in a account management or customer success role with closing experience (B2B sales experience is preferred)
• 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

Responsibilities

• 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
• Evaluate accounts regularly against performance metrics to proactively identify risks and opportunities; devise strategies to boost retention and customer satisfaction
• Build and maintain “first impression” relationships with key decision-makers within each account to solidify Xometry as their on-demand manufacturing choice
• Relay customer feedback to internal teams to inform product development and service improvements that respond to market demands
• Build trusting cross functional relationships with Sales, Operations and customers
• Represent the values and mission of Xometry in all interactions, reinforcing our industry leadership in the on-demand manufacturing market

Preferred Qualifications

Strong understanding of digital marketplace concepts and tools is a plus

Benefits

• 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