Xometry - Partner Support Specialist
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 • 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
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.
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