Customer Operations Success Specialist - Xometry

As a Customer Operations Success Specialist at Xometry, you will play a crucial role in ensuring customer satisfaction and driving sales growth. This dynamic position combines customer service, sales, and operations responsibilities, making it ideal for a proactive and versatile individual. You will be the primary point of contact for our valued customers, creating and setting up quotes, troubleshooting issues, cross-selling items, monitoring queues, providing report updates, and collaborating with other departments. This role offers significant growth and learning opportunities, including on-the-job training and potential for career advancement.

Responsibilities:

1. Customer Onboarding and Support:
• Guide new customers through the onboarding process, ensuring a smooth transition to our technology platform.
• Provide training and support to help customers maximize the value of our solutions from day one.
• Serve as the primary point of contact for customer inquiries, issues, and escalations.
2. Sales and Relationship Management:
• Develop and maintain strong relationships with key stakeholders at customer organizations.
• Act as a trusted advisor, understanding their unique needs and challenges, and providing tailored solutions and support.
• Identify opportunities for upselling and cross-selling additional products or services to existing customers.
3. Operational Excellence:
• Create and set up quotes on behalf of customers, ensuring accuracy and efficiency.
• Monitor customer usage and engagement metrics to identify opportunities for proactive support and intervention.
• Utilize data to engage with customers in a timely manner, addressing any roadblocks to their success.
4. Collaboration and Reporting:
• Collaborate with Customer Partner Care, Engineering, and other internal teams through proactive engagement on product and support-related issues.
• Provide regular reports and updates to management on customer satisfaction, sales opportunities, and operational performance.
• Work closely with the sales team to ensure high renewal rates and drive expansion of our customer base.
5. Continuous Improvement:
• Gather customer feedback and insights to inform product development and enhancement efforts.
• Advocate for customer needs internally and collaborate with cross-functional teams to drive continuous improvement of our technology solutions.
• Stay up-to-date with industry trends and best practices to enhance your skills and contribute to the growth of Xometry.

Qualifications:

• Bachelor's degree in business, engineering, or a related field
• 3+ years experience in a customer-facing role, preferably in a technology or manufacturing environment
• Strong interpersonal and communication skills, with the ability to build rapport and trust with customers at all levels of an organization
• Excellent problem-solving abilities, with a proactive and solution-oriented mindset
• Ability to work independently and collaboratively in a fast-paced, dynamic environment
• Familiarity with CRM systems and customer support tools preferred
• Strong organizational skills and ability to prioritize multiple customer initiatives and projects

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