Manufacturing Customer Success Manager
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XometryManufacturing
Location: India, Bangalore, Eastern Time - USAFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English C1+
- Experience
- Minimum of 4 years
- Required Skills
- Data AnalysisCustomer SuccessGoogle SheetsAccount Management
Requirements
- Bachelor's degree in Supply Chain, Engineering, Business Administration, or a related technical field (or equivalent experience)
- Minimum of 4 years of experience in customer success, account management, and/or customer service, preferably in manufacturing operations
- Proven track record of successfully managing and meeting schedule commitments
- Knowledge of manufacturing processes, timelines, and documentation
- Strong analytical skills with the ability to implement solutions
- Excellent organizational skills with the ability to multitask
- Superior verbal and written communication skills (English C1+)
- Proficiency in ERP tools and communication software
- Experience with quality management systems (e.g., ISO 9001)
- Ability to thrive in a fast-paced and high-growth environment
Responsibilities
- Serve as the primary liaison for customers, facilitating seamless communication and building trust-based relationships throughout the order life cycle
- Orchestrate the order process by maintaining awareness of communication queues to ensure work is prioritized effectively
- Perform regular portfolio reviews to document progress and identify potential delays
- Coordinate with Partner Success Managers to mitigate risks before they impact customer satisfaction
- Identify technical blockers and building process issues that could stall order fulfillment
- Manage and resolve customer escalations cross-functionally, including determining when an order should be reassigned
- Collaborate with internal Operations and Product teams to implement solutions during peak periods
- Negotiate order adjustments, credits, or resolutions resulting from quality issues or delivery misses
- Maintain accurate documentation in central databases, ensuring adherence to quality management systems and safety procedures
- Identify opportunities for process automation and provide peer support to ensure continuous coverage
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