Account Manager/Customer Success Manager – Jewellery

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee incoming customer inquiries for bespoke jewelry items.

• Act as the main point of contact for designated accounts.

• Engage directly with customers through email, phone, and messaging applications.

• Ensure a premium and responsive customer experience.

• Examine customer submissions and pinpoint any missing or ambiguous information.

• Pose clarifying questions to enhance design and production specifications.

• Convert customer requirements into clear, actionable instructions for internal teams.

• Assist customers in understanding pricing, materials, and design trade-offs.

• Collaborate with CAD, production, and operations departments.

• Monitor order status from design through manufacturing to final delivery.

• Confirm receipt of all necessary materials (e.g., stones, specifications).

• Report any production or technical challenges when necessary.

• Follow up on outstanding approvals, missing information, or delayed orders.

• Keep precise notes and updates in internal systems.

• Ensure the seamless progression of orders throughout the pipeline.

• Contribute to the ongoing enhancement of internal processes.

⛳️ Requirements

• 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.

• 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.

• 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.

• 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.

🏝️ Benefits

• Excellent written and spoken English skills.

• Strong comprehension and ability to communicate effectively with US customers.

• 2+ years of experience in customer success, account management, or operations.

• Highly organized and detail-oriented.

• Tech-savvy and quick to adapt to new systems.

• Strong problem-solving abilities and ownership mindset.

• Comfortable working US business hours.

• Experience in jewelry, diamonds, gemstones, or luxury products, preferably in manufacturing or production settings.

• Experience with custom product or production-based businesses.

• Prior experience with SaaS platforms, marketplaces, or high-touch B2B customers.

• Experience at companies like Rare Carat, Nivoda, or similar jewelry/diamond-tech firms is highly preferred.