Marketplace Customer Success Manager (IT)

Our client is seeking a motivated and experienced Marketplace Customer Success Manager to join their team in an AI-powered marketplace that is transforming the manufacturing industry. This platform enables manufacturers to access essential resources for business growth and provides buyers with seamless access to global manufacturing capacity, creating resilient supply chains. Utilizing a cutting-edge Instant Quoting Engine® that leverages real-time data, our client’s solution connects buyers with the right suppliers, ensuring accurate pricing and lead times to meet complex manufacturing needs.

Position Overview:
In this role, you will be responsible for driving customer success by engaging, training, and supporting a diverse portfolio of clients. Working closely with Sales, Operations, and other teams, you will build strong, lasting relationships, ensuring that clients achieve their goals while driving retention and satisfaction. You will act as an advocate for customers, providing strategic guidance, addressing potential risks, and gathering valuable feedback to inform product improvements and enhance the customer experience. This is an exciting opportunity for a proactive individual passionate about fostering meaningful customer relationships and contributing to the industry’s digital transformation.

Key Responsibilities:

• Customer Engagement: Manage a diverse portfolio of clients, including hobbyists, SMBs, and enterprise accounts. Provide training, strategic guidance, and act as their advocate through their journey.
• Retention & Satisfaction: Regularly evaluate accounts against performance metrics to proactively address risks and opportunities, implementing strategies to boost retention and satisfaction.
• Relationship Building: Cultivate strong relationships with decision-makers within each account to position us as their preferred manufacturing partner.
• Product Influence: Gather customer feedback to inform internal teams, contributing to product and service improvements that align with market needs.
• Cross-functional Collaboration: Work closely with Sales, Operations, and other departments to ensure seamless service delivery.
• Brand Ambassador: Represent our mission and values in every interaction, reinforcing our commitment to leading the on-demand manufacturing market.

Qualifications:

• Bachelor’s degree preferred.
• 2+ years of experience in account management or customer success (B2B sales experience preferred).
• Excellent spoken English (upper intermediate, Advanced)
• Understanding of digital marketplaces and tools is a plus.
• Strong interpersonal and communication skills for building rapport and trust with clients.
• Organized and detail-oriented, with the ability to manage multiple accounts simultaneously.
• Proactive problem solver with a data-driven mindset.
• Basic project and time management skills.
• Experience with Hubspot/Salesforce required.
• Familiarity with Google Suite, Microsoft Office Suite, Zoom/WebEx/GoToMeeting.
• Technological literacy and a strong understanding of how tech solutions can address business challenges.
• Growth mindset with a strong willingness to learn from others.
• Commitment to staying current with industry trends.

What We Offer:

• Remote full-time position with flexible working hours.
• Competitive salary based on experience and career 
• Corporate laptop and tools provided.
• Professional development: Access to free corporate language courses and a structured onboarding plan.
• Collaborative culture: Enjoy a supportive, open, and friendly environment where every team member’s contribution is valued.
• Growth and flexibility: Our rapidly growing company offers new challenges, development opportunities, and flexible processes to adapt to industry demands.
• Well-being initiatives: Participate in ongoing free well-being activities and contribute to charity projects.

About the Company

Our client is a leader in the digital transformation of the manufacturing industry, offering an AI-powered marketplace and a suite of cloud-based services. Their platform equips manufacturers with essential resources to expand their businesses and provides buyers with seamless access to global manufacturing capabilities, fostering resilient supply chains. The proprietary Instant Quoting Engine® utilizes extensive data to analyze complex parts in real-time, connecting buyers with suitable suppliers both locally and globally, and delivering precise pricing and lead times.

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