Customer Success Manager jobs in United States

Provide support to Jessica and the Senior Private Client Advisor to facilitate UHNW Private Client sales. Provide administrative assistance in all areas relating to Private Client relationships and transactions, supporting Jessica and the Senior Private Client Advisor to effectively grow this sales channel. Represent Jessica and the brand by working closely with the Senior Private Client Advisor and support in building strong relationships with top clients and their representations. Ensure clients are confident in the sale process and receive exceptional client service. They will work cross functionally with Creative, Operations, Marketing, CRM, Production and Finance teams to ensure each sale and client interaction is seamless.

Administration

1. Participate in sales admin process
2. Prepare sale/ transaction related documents including client fact sheets, invoices & valuations
3. Client enquiries – photograph jewellery, prepare fact sheets, liaise with Social Team as needed for client facing images, pull pieces as requested by Jessica to photograph
4. Track report & certificate movement
5. Payment – process in person or remote payment
6. Client Appointments
7. Brief Jessica/ Private Client Advisor prior to appointment on attendees, topics to be covered and proactively prepare client information in advance of meetings (existing pieces, key products to show, preview comms)
8. Request pieces to be transferred from other locations in advance when needed for appointments with Operations team
9. Be on hand to pull pieces and take notes in appointments
10. Strong product knowledge/ pricing for appointments
11. Prepare client appointment gifts when necessary
12. Organize client shipments
13. collect shipping details, request quote if needed, complete shipping form, pack & wrap goods, share tracking details as needed with client
14. Client collection/ courier – prepare/ wrap purchases for collection and/or arrange courier
15. Delivery/ collection of Private client jewellery as required
16. Client Communication
17. Monitor and prioritise client incoming emails, messages and other communications
18. Answering telephone calls in a timely fashion, taking clear and detailed messages; prioritise accordingly, allocate out, follow-up
19. Create letters, reports, presentations and draft correspondence for an extensive and efficient email correspondence
20. Post Sale admin
21. Oversee client repairs on Business Central - Receive repairs, liaise with Operations to log and monitor stock intake/ outtake
22. process repair form, liaise with production, track progress and prepare pieces for collection/ shipping
23. Assist with client valuations
24. Coordinate client gifting with CRM post appointments or for special occasions, including wrapping and delivery
25. Manage client records
26. Ensure client Alpha records and notes are up to date – including special occasion dates, appointment notes, items of interest, addresses & contact details
27. Proficient use of Alpha to log outreach
28. Create client accounts on BC for new clients
29. produce offline client ‘collection’ inventories when required using Canva and historic records
30. Record client gifting, event invite and attendance
31. Bespoke enquiries
32. receive client own pieces, prepare and upload bespoke waivers to BC, confirm receipt of goods and liaise with Operations to ensure properly logged
33. liaise with creative & PD for bespoke drawings & quotes and testing of client’s own stones
34. track progress and assist with collection/ shipping
35. Loans
36. Oversee Jessica’s loans
37. Oversee client loans and loan forms
38. Take minutes of meetings in client briefs with Jessica and Senior Private Client advisor, proactively take action following the meetings
39. Process Private Client expenses

1. Work with Jessica’s EA to manage JM’s time with clients and in meetings
2. Develop a deep understanding of Jessica’s client list with a view to provide a proactive, friendly and engaging customer experience, recommend pieces for outreach
3. Filtering and prioritising internal and external enquiries and needs as necessary
4. Maintaining Regular communication with clients and their respective teams
5. Assisting with organising and attending events in conjunction with Marketing and Sales including client cocktails and breakfasts

1. Build strong relationships with each department in Jessica McCormack and operate in a calm and effective manner
2. Develop a strong understanding of internal teams’ processes and work within the system to while delivering at pace
3. Create a smooth customer experience. Look at efficient and effective ways of working to improve the customer experience where needed.
4. Work closely with Finance/Production/Sales/ Marketing

1. Readiness to be contacted out of office hours: as required on exception for UHNW clients (time differences to be considered)
2. Providing sales support in the Townhouse as required, Covering reception and shop floor on occasion when necessary
3. Any other reasonable tasks required which may include personal requests and ad-hoc personal errands for JM / assist EA when needed
4. Handling confidential matters with highest discretion

1. 3 to 4 years of experience in administration, ideally in the jewellery industry/ luxury sector or customer service organisation
2. Ideally experience in jewellery or knowledge on the subject with passion to learn
3. Aptitude to quickly learn internal systems including Business Central and Alpha
4. Proficient in Excel
5. Proactive, dependable to see tasks through and work without supervision
6. Ability to work with data and financials
7. Excellent organisational skills
8. Flexible, highly focused and motivated
9. Ability to multitask, work under pressure, prioritize and excellent time management
10. Ability to build relationships
11. Attention to detail
12. Personable
13. Strong communication skills
14. 5 days in office, with flexibility to work morning or evening events occasionally and on weekends when essential (Christmas peak weekend events)