EverSpark - Account Manager/Customer Success Manager (Jewellery)

About FrontierFrontier is a subsidiary of Fresh Prints. Fresh Prints is a New York-based, fast-growing, fully remote, 380-person company that has most of our team in India and the Philippines. A few years ago, Fresh Prints started helping other fast-growing companies build their teams. We got so good at it that we decided to spin out a new company to focus exclusively on that and call it Frontier.Here at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them in the best companies. We have placed over 800 hires across 50 different US-based startups and high-growth companies. About the Client:EverSpark is a technology-forward custom jewelry manufacturing platform powering independent jewelry designers, retailers, and enterprise brands. Our platform enables customers to design, render, price, revise, approve, and manufacture custom jewelry through a seamless digital workflow.We combine manufacturing expertise with modern software, AI-assisted design tools, and a high-touch customer experience to streamline the end-to-end custom jewelry process.Role OverviewWe are hiring a Jewelry Account Manager / Customer Success Manager to manage customer relationships and guide clients through the custom jewelry design and manufacturing process.This is a highly consultative, customer-facing role. You will act as the primary point of contact for clients, helping them clarify requirements, resolve uncertainties, coordinate with internal production teams, and ensure smooth execution from design to delivery.The ideal candidate is highly organized, tech-savvy, and an exceptional English communicator, with a strong ability to manage complex, high-value customer workflows.Key ResponsibilitiesCustomer Account ManagementManage inbound customer requests for custom jewelry piecesServe as the primary point of contact for assigned accountsCommunicate directly with customers via email, phone, and messaging platformsEnsure a high-touch, responsive customer experienceRequirement Gathering & Order ClarificationReview customer submissions and identify missing or unclear detailsAsk clarifying questions to refine design and production requirementsTranslate customer needs into clear, actionable internal instructionsHelp customers understand pricing, material, and design trade-offsProduction & Internal CoordinationCoordinate with CAD, production, and operations teamsTrack order progress from design to manufacturing to deliveryEnsure all required materials (e.g., stones, specifications) are receivedEscalate production or technical issues when neededCustomer Follow-ups & Workflow ManagementFollow up on pending approvals, missing inputs, or stalled ordersMaintain accurate notes and updates in internal systemsEnsure smooth progression of orders through the pipelineSupport continuous improvement of internal workflowsRequired QualificationsExcellent written and spoken EnglishStrong comprehension and ability to communicate clearly with US customers2+ years of experience in customer success, account management, or operationsHighly organized and detail-orientedTech-savvy and quick to learn new systemsStrong problem-solving and ownership mindsetComfortable working US business hoursPreferred QualificationsExperience in jewelry, diamonds, gemstones, or luxury products, ideally within manufacturing or production environmentsExperience with custom product or production-based businessesPrior exposure to SaaS platforms, marketplaces, or high-touch B2B customersExperience at companies like Rare Carat, Nivoda, or similar jewelry/diamond-tech companies is highly preferredIdeal Candidate ProfileFast learner with strong analytical thinkingStrong attention to detail and ability to maintain accuracy in fast-paced environmentsCalm, professional, and confident in customer conversationsComfortable working through ambiguity and asking clarifying questionsAble to balance customer expectations with operational constraintsStrong sense of ownership and accountabilityWork DetailsPreferred Location: IndiaWork Schedule: US business hours (aligned to customer base)Start Date: As soon as possibleOriginally posted on Himalayas