Fresh Prints - Customer Success Manager (Jewelry Industry)

Remote - USA3w ago

Remote Mid NA Software Manufacturing Customer Success Manager Customer Success Account Management CRM Management

Requirements

• Excellent written and spoken English. • Strong verbal communication skills with a neutral, easy-to-understand accent suitable for communicating with US-based customers. • neutral, easy-to-understand accent • Strong listening skills with the ability to ask thoughtful follow-up questions and communicate complex information clearly. • 2+ years of experience in Customer Success, Account Management, Client Services, Operations, or similar customer-facing roles. • Experience managing multiple customer requests while working under tight deadlines. • Highly organized with exceptional attention to detail. • Tech-savvy and able to quickly learn new systems and software. • Strong problem-solving skills with a proactive, ownership mindset. • Demonstrated ability to improve workflows, solve problems independently, or take initiative beyond assigned responsibilities. • Comfortable working US business hours. • Experience in jewelry, diamonds, gemstones, luxury products, or custom manufacturing environments. • Experience working with custom or bespoke jewelry manufacturing. • custom or bespoke jewelry manufacturing • Experience with CAD preparation, CAD coordination, jewelry production workflows, quote preparation, or pricing coordination. • CAD preparation, CAD coordination, jewelry production workflows, quote preparation, or pricing coordination • Experience balancing customer service responsibilities with operational or production support. • Experience working in fast-paced production environments with short turnaround times. • Prior exposure to SaaS platforms, marketplaces, CRM systems, AI tools, or workflow management software. • Experience at companies like Rare Carat, Nivoda, or similar jewelry or diamond technology companies is highly preferred. • Rare Carat, Nivoda • Friendly, empathetic, and professional communicator who enjoys building relationships with customers. • Naturally curious and comfortable asking clarifying questions before making assumptions. • Strong analytical thinking and attention to detail. • Calm and confident when managing customer conversations. • Comfortable balancing customer expectations with operational constraints. • Able to manage multiple customer projects simultaneously while maintaining accuracy. • Thrives in fast-paced environments with time-sensitive production schedules. • Comfortable handling both customer-facing responsibilities and operational work such as pricing, CAD coordination, and production tracking. • Demonstrates initiative by improving processes, building systems, or finding more efficient ways of working. • Strong ownership and accountability - you naturally take responsibility for ensuring customer orders move forward. • Excited to learn new technology and comfortable working with AI-enabled platforms and modern software. • Work Details • Work Details • Preferred Location: South Africa • 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 information. • Ask thoughtful clarifying questions to fully understand customer requirements before production begins. • Translate customer requests into clear, actionable instructions for internal teams. • Guide customers through pricing, materials, manufacturing capabilities, and design trade-offs. • Ensure customer expectations are aligned with operational capabilities and production timelines. • Production & Internal Coordination • Coordinate closely with CAD designers, production, and operations teams throughout the manufacturing process. • Support CAD preparation and coordination by ensuring customer requirements are accurately translated into production-ready designs. • Assist with quote preparation and pricing coordination while maintaining a high level of accuracy. • Track order progress from design through manufacturing and final delivery. • Ensure all required materials (e.g., stones, specifications, approvals) are received before production. • Escalate production or technical issues when needed. • Customer Follow-ups & Workflow Management • Follow up on pending approvals, missing customer inputs, or stalled orders. • Maintain accurate notes, customer communications, and order updates in internal systems. • Ensure customer projects continue progressing smoothly through every stage of production. • Support continuous improvement of internal workflows and customer processes. • Identify opportunities to improve organization, efficiency, and customer experience using technology or automation.