Fresh Prints - EverSpark - Account Manager/Customer Success Manager (Jewellery)
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Requirements
• Excellent written and spoken English • Strong comprehension and ability to communicate clearly with US customers • 2+ years of experience in customer success, account management, or operations • Highly organized and detail-oriented • Tech-savvy and quick to learn new systems • Strong problem-solving and ownership mindset • Comfortable working US business hours • Experience in jewelry, diamonds, gemstones, or luxury products, ideally within manufacturing or production environments • Experience with custom product or production-based businesses • Prior exposure to SaaS platforms, marketplaces, or high-touch B2B customers • Experience at companies like Rare Carat, Nivoda, or similar jewelry/diamond-tech companies is highly preferred • Fast learner with strong analytical thinking • Strong attention to detail and ability to maintain accuracy in fast-paced environments • Calm, professional, and confident in customer conversations • Comfortable working through ambiguity and asking clarifying questions • Able to balance customer expectations with operational constraints • Strong sense of ownership and accountability • Work Details • Work Details • Preferred Location: India • Preferred Location: • Work Schedule: US business hours (aligned to customer base) • Work Schedule: • Start Date: As soon as possible • Start Date:
Responsibilities
• Customer Account Management • Manage inbound customer requests for custom jewelry pieces • Serve as the primary point of contact for assigned accounts • Communicate directly with customers via email, phone, and messaging platforms • Ensure a high-touch, responsive customer experience • Requirement Gathering & Order Clarification • Review customer submissions and identify missing or unclear details • Ask clarifying questions to refine design and production requirements • Translate customer needs into clear, actionable internal instructions • Help customers understand pricing, material, and design trade-offs • Production & Internal Coordination • Coordinate with CAD, production, and operations teams • Track order progress from design to manufacturing to delivery • Ensure all required materials (e.g., stones, specifications) are received • Escalate production or technical issues when needed • Customer Follow-ups & Workflow Management • Follow up on pending approvals, missing inputs, or stalled orders • Maintain accurate notes and updates in internal systems • Ensure smooth progression of orders through the pipeline • Support continuous improvement of internal workflows
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