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.

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

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.

Partner Support Specialist

Key skills