What are the responsibilities and job description for the Customer Success Manager position at Jewkes Design?
At Jewkes Design, we design luxury homes all over the country while focusing on the client experience. As a Customer Success Manager your main goal is to ensure that all clients are receiving that excellent service experience. You will work closely with our sales team in the onboarding process, and the design team through the product phase. You will also help ensure that clients are introduced to other services and partner companies; essentially selling them on additional services. It will be your responsibility to ensure clients’ expectations are met in regard to timelines, communication, and overall quality. For some, you will be another face of the company; a contact for the client should they need more support from Jewkes Design.
This is not a complete list, but rather the major responsibilities and tasks you will have as a Customer Success Manager.
- Follow along with all clients in every phase of the project to ensure expectations and quality standards are met.
- Connect clients with our partner companies to increase revenue across the family of companies.
- Connect clients with builders and other outside professionals to make sure the handoff goes smoothly.
- Assist the sales team with putting together proposals and design consultations.
- Track projects to ensure that the original scope of work is being followed to avoid scope creep or holes in our service.
- Handles the majority of clients’ complaints if a project is lacking in service or quality.
- Reviews the workload of our team to advise on where new projects should be assigned.
- Give feedback and hold project managers accountable for their clients’ experience.
Once again, this is not a complete list, but rather the main expectations that we have of our Customer Success Manager:
- Look for ways to improve our current process.
- Be flexible with fluctuating hours and work loads as needed.
- Be present, available and reachable for our clients during business hours.
- Manage time efficiently to complete tasks according to importance.
- Communicate in a clear and direct way with your colleagues.
- Embody the Jewkes Design brand in the way that you present yourself.
- Take responsibility for the work both in quality and timeliness.
- Give & take constructive feedback.
- Give clients the best experience in the industry.
We expect each Customer Success Manager to set their own goals. As a company, Jewkes Design has several goals for this position:
- Increase the percentage of projects that use our partner companies.
- Find new ways to give clients the best experience in the industry.
- Be well known and respected in the industry.