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Client Success Specialist, Supplier Engagement
2 months ago
Xometry (NASDAQ: XMTR) is at the forefront of connecting innovative thinkers with manufacturers capable of transforming their ideas into reality. Our digital marketplace equips manufacturers with essential resources to expand their operations while simplifying the process for buyers from Fortune 1000 companies to access global manufacturing capabilities.
Thomas, a subsidiary of Xometry, excels as a digital marketing directory and service provider, committed to enhancing the online visibility of industrial manufacturers and fostering their business growth. We facilitate connections between manufacturers and target audiences through our extensive directory and array of digital marketing solutions. Our offerings are meticulously crafted to assist suppliers in attracting, converting, and retaining customers within the industrial sector.
As a Client Success Specialist, you will collaborate with manufacturing firms across North America to identify their requirements, support them in executing strategies for generating new opportunities, and ensuring the retention of their existing customer base. The ideal candidate will facilitate onboarding and guarantee satisfaction with Thomas services while promoting retention and growth. You will serve as a pivotal contact for clients, guiding them through our offerings, addressing their concerns, and nurturing long-term partnerships. The perfect candidate is a proactive problem solver who enjoys engaging with clients to ensure their success.
Key Responsibilities:
Client Onboarding:
- Assist new clients throughout the onboarding journey, ensuring they complete their setup and effectively utilize our platform and digital marketing services.
- Conduct initial training sessions and provide continuous support to empower clients to maximize the value of our platform.
- Track client account performance and usage metrics, identifying areas for enhancement and proactively addressing potential challenges.
- Deliver regular performance reports, insights, and recommendations to assigned clients to help them meet their marketing goals.
- Act as the primary point of contact for assigned clients, responding to inquiries, resolving issues, and providing timely solutions while consistently reinforcing how Thomas integrates into their business operations.
- Maintain regular communication with clients to evaluate and address their needs, provide updates on service performance, and propose enhancements or additional services.
- Advocate for clients' interests within the organization, collaborating closely with internal teams (sales, product, marketing, and support) to ensure client satisfaction.
- Identify opportunities for upselling and cross-selling additional services to existing clients, communicating these opportunities to relevant contacts.
- Work alongside the sales team to renew contracts and expand client relationships.
- Bachelor's degree required.
- 2+ years of experience in account management or customer success roles, with a preference for B2B sales experience.
- Strong grasp of digital marketing concepts and tools.
- Exceptional communication and interpersonal skills, with the ability to build rapport and trust with clients.
- Highly organized and detail-oriented, capable of managing multiple client accounts simultaneously.
- Self-motivated, with a problem-solving mindset and an inquisitive approach.
- Ability to analyze data and provide actionable insights.
- Basic project management and time management skills.
- Prior experience with HubSpot and Salesforce is required.
- Familiarity with tools such as Google Suite, Microsoft Office Suite, and video conferencing platforms.
- Understanding of how technology products and services can address business challenges.
- Demonstrated coachability and a growth mindset, eager to learn from peers.
- Commitment to staying informed about industry trends.
- Able to work onsite three days a week.
At Xometry, we champion diversity, equity, inclusion, and belonging. We are dedicated to welcoming, respecting, and valuing individuals for who they are, learning from their differences, embracing their uniqueness, and fostering a positive workplace for all.
Xometry is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Xometry participates in E-Verify and will provide the federal government with your Form I-9 information to confirm your authorization to work in the U.S.
