Partner Success Manager

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! As a Partner Success Manager, you will be part of a fast-moving team of professionals who own the health and growth of Xometry's manufacturing partner network.

Responsibilities

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 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; Manage escalations related to partner performance; Report out on partner health, risk, growth opportunities, and recovery plans; 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; 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

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; 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; Strong relationship-building and communication skills

Nice to have

Bachelor's Degree in Supply Chain, Business, Engineering, or a related field