Manufacturing Customer Success Manager

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

📋 Description

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

• Foster communication and establish trust-based relationships with customers.

• Oversee order processing and prioritize communication channels.

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

• Collaborate with Partner Success Managers to address and mitigate risks.

• Recognize technical hurdles and process challenges that may impede fulfillment.

• Handle and resolve cross-functional customer escalations effectively.

• Assess when orders should be redirected to manufacturing partners and manage the outcomes.

• Work in conjunction with Operations and Product teams to fill communication gaps and ensure orders remain on schedule.

• Negotiate order modifications, credits, or resolutions for quality concerns or delivery failures.

• Maintain precise case documentation in centralized databases.

• Ensure all activities comply with quality management systems and safety protocols.

• Identify opportunities for process automation.

• Provide support to peers to ensure continuous coverage of the Customer Success Team during peak times.

⛳️ Requirements

• 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.

• Demonstrated ability to manage and fulfill schedule commitments for a designated customer group.

• Familiarity with manufacturing processes, timelines, and documentation.

• Strong analytical capabilities.

• Ability to independently drive projects to completion.

• Excellent organizational skills with the capacity to multitask effectively.

• Understanding of the communication platform’s interface.

• Exceptional verbal and written communication skills.

• Keen attention to detail and strong collaboration abilities.

• Proficiency in ERP tools and communication software.

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

• Ability to excel in a fast-paced, high-growth environment.

• Proficient in English at a C1+ level.

• Availability according to the USA holiday calendar and Eastern Time (USA).

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

• Familiarity with data analysis tools (e.g., Google Sheets) is a plus.

• Experience in a manufacturing setting is beneficial.

🏝️ Benefits

• Competitive salary alongside a comprehensive benefits package.

• Health and life insurance coverage.

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

• Employee Assistance Program (EAP) and other wellness resources.

• Ongoing well-being activities at no cost.

• Opportunities to participate in charity projects globally.

• A well-structured onboarding process that incorporates process, technology, and systems components.

• An open, friendly, and trusting work atmosphere.

• Opportunities for development within a rapidly growing company.