About the role

At Lumi, we pride ourselves on servicing the most innovative ecommerce brands. The Customer Success Manager will be the lead liaison between these brands and the Lumi ecosystem. You will demonstrate the value of our service and products while acting as the voice of the customer.

As a Customer Success Manager, you will communicate directly with customers, tracking and documenting their needs and satisfaction levels, and developing processes that will improve their overall experience. You will be the product expert for customers, advocating their needs and issues interdepartmentally while identifying/developing new ways for us to help them.

You will service current and prospective customers, working hand in hand with our sales operations team and account executives, facilitating streamlined customer onboarding for new business, and coordinating Lumi staff and resources to ensure a level of satisfaction that meets and exceeds the customer expectations. You will proactively communicate with our customers about production-stage updates and oversee fulfillment of large orders.

Responsibilities

• Responding quickly to customer inquiries and supply chain order requests
• Building and maintaining relationships with assigned clients
• Tracking and documenting feedback to identify process pain points, and working with the team leads to develop stronger processes
• Ensuring that customers have the information and tools they need to checkout seamlessly
• Analyzing performance and developing strategies to drive social engagement
• Data entry and reporting KPIs related to service quality and customer retention
• Managing online chat system
• Providing proactive communications and order statuses

Qualifications

• 3-5+ years experience in client-facing support role
• Project management experience required
• Understanding of product development processes
• Outstanding spelling and grammar
• Familiarity with CRM software
• Proven track record of successfully managing a broad range of customers
• Exceptional telephone and email etiquette, and ability to maintain a professional demeanor in challenging situations
• Thrives in a dynamic, fast-paced startup environment, while managing a high volume of emails and calls
• Excellent problem solving
• Willingness to go the extra mile to give someone a great experience
• Understanding of the design and manufacturing techniques is preferred
• Account management and/or sales experience is preferred
• Proficiency in Salesforce is a plus