Manufacturing Customer Success Manager

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Act as the main point of contact for customers throughout the entire order life cycle.

• Manage the order process and prioritize communication workflows.

• Conduct portfolio assessments to document progress and pinpoint potential delays.

• Collaborate with Partner Success Managers to address risks proactively.

• Recognize technical obstacles and process challenges that may hinder order fulfillment.

• Oversee and resolve customer escalations across various departments.

• Assess when orders should be transferred to different manufacturing partners and handle the associated implications.

• Work together with Operations and Product teams to ensure orders remain on schedule during peak times.

• Negotiate order modifications, credits, or solutions for quality concerns or delivery delays.

• Keep precise case records in central databases while adhering to quality management systems and safety protocols.

• Explore opportunities for process automation.

• Offer peer support to guarantee continuous coverage for the Customer Success Team.

⛳️ Requirements

• A Bachelor’s degree in Supply Chain, Engineering, Business Administration, or a related technical field (or equivalent experience).

• At least 4 years of experience in customer success, account management, and/or customer service, ideally within manufacturing operations.

• A proven history of effectively managing and fulfilling schedule commitments while aligning expectations for a designated customer group.

• Familiarity with manufacturing processes, timelines, and documentation practices.

• Strong analytical abilities with a capacity to implement solutions to keep orders on track.

• Self-motivated individual with a proactive approach and the ability to drive projects to completion independently.

• Exceptional organizational skills and capability to manage multiple tasks simultaneously.

• Understanding of the communication platform's user interface.

• Excellent verbal and written communication abilities.

• Keen attention to detail and strong collaboration skills.

• Proficient in ERP systems and communication software.

• Experience with quality management systems (e.g., ISO 9001).

• Capacity to succeed in a fast-paced and rapidly evolving environment.

• Familiarity with Xometry's digital marketplace or similar platforms is advantageous.

• Proficiency in data analysis tools (e.g., Google Sheets) is an advantage.

• Experience in a manufacturing setting is a plus.

• Proficient in English at a C1 level or higher.

🏝️ Benefits

• Competitive salary along with a comprehensive benefits package.

• Health and life insurance coverage.

• Generous paid time off, which includes vacation, sick leave, and both floating and fixed holidays.

• Access to an Employee Assistance Program (EAP) and additional wellbeing resources.

• Continuous, complimentary wellbeing activities.

• Participation in charity projects across the globe.

• Flexible processes and planning methodologies.

• A well-structured onboarding program for new employees, encompassing process, technology, and systems training.