Partner Support Specialist

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

#LI-Remote