Partner Support Specialist

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. 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.

Xometry is a fast-growing digital marketplace for custom manufacturing. The company is looking for Partner Support Specialists who will provide best-in-class service to our expanding group of global Partners and suppliers. Partner Support Specialists will work cross-functionally to provide a variety of service functions to create an experience between Xometry and its Partners.

The ideal candidate is seeking a breakthrough career opportunity and is driven to deliver a service experience to our partners that is both empathetic and compassionate and treats them as our equals. Optimism, creativity and a strong verbal/written communication tool-set are critical assets. Flexibility and a relentless focus on Partner retention will make the difference for the successful Partner Support Specialist.

Responsibilities:

• Establish a trusted advisor/advocate relationship while onboarding new partners, by providing a flawless first experience as measured by engagement programs;

• Own the Partner relationship for a large portfolio of accounts throughout the partner lifecycle, including leading partner meetings/communications virtually and in-person;

• Maintain and cultivate a value-driven, collaborative partnership with partners; develop an understanding of partner objectives and KPIs and provide targeted coaching when KPIs are not being met;

• Determine and share best practices representing both Xometry and Industry trends;

• Interpret partner insights to drive change in product and act as a voice of the Partner to drive the Xometry strategic roadmap;

• Respond to applicable Zen Desk tickets in accordance with our OLAs;

• Receive, document and act on service escalations from Partners;

• Create SOPs and prepare documentation to create an environment of standardization;

• Act as a liaison between internal teams to ensure Partner needs are being met.

Qualifications / Requirements:

• Strong fluency with Word, PowerPoint, and Excel

• Superior written and verbal skills; the ability to convey empathy, urgency, and ownership in every interaction

• Best-in-class service skills

• Ability to quickly assimilate change and provide an excellent service experience while working in an environment of quickly evolving procedures and expectations

• Excellent project management and time management skills

• Experience analyzing data and trends

Preferred Experience:

• Supply Chain background

• Using an ERP system

• Basic scripting skills, such as with SQL

• Data visualization software such as Tableau and Amplitude

• Collaboration software such as Airtable

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Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

For US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.