As a Customer Success Program Manager, you will play a crucial role in facilitating the order process for our customers. This position involves working on-site at our customer locations where you will interact directly with engineers and buyers to gather order requests and requirements, and provide essential support and expertise to streamline the ordering process. 

You will act as a connection between internal and external stakeholders across sales, engineering, and operations while providing an exceptional customer service experience with an upbeat, positive, can-do attitude. 

This is an incredible opportunity to be involved at the heart of our business and play a pivotal role in driving manufacturing success for industry leaders across aerospace & defense, automotive, medical device, and all other industries. 

Responsibilities

• Become subject matter expert on our instant-quoting engine and teamspace platform
• Engage with customers at their location to understand their specific manufacturing requirements and preferences.
• Collect detailed information on customer orders, ensuring accuracy and completeness.
• Input customer orders into Xometry’s instant-quoting engine using our customer portal
• Build relationships and establish rapport with customers across engineering, program management, procurement, and more. 
• Travel locally and work on-site with customers 
• Provide exceptional customer service with an upbeat, positive, can-do attitude
• Provide support to internal and external stakeholders across sales, operations, and engineering
• Address and resolve any customer concerns or issues related to orders or quotes promptly.
• Maintain accurate and up-to-date records of customer interactions, order details, and quotes.
• Update customers on the status of their orders and keep them informed throughout the production process.

Requirements

• Bachelor’s degree in relevant field or equivalent work experience
• Strong written and verbal communication skills with quick turnarounds on customer requests
• 3+ years of experience in an enterprise-level customer support facing environment
• Manufacturing experience is preferred (aerospace, medical device, automotive, etc..)
• Must be able to be on customer site 3-5 days per week 
• Detail-oriented with the ability to manage multiple tasks simultaneously.
• Proficient in using customer relationship management (CRM) tools.
• Must be a US citizen or GC holder

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