Customer Success Manager

“Let goodness, fairness and most importantly, love prevail in business; profits will inevitably follow.” – NK Chaudhary, founder

Jaipur living is a socially conscious luxury brand with a passion for people, products, and design. A differentiated challenger brand, Jaipur Living is known for its beautiful rugs and textiles. Jaipur Living products can be found in the finest homes, and the company prides itself in providing only the highest quality products, a transparent and ethical supply chain, and a distinctively thoughtful customer experience, with personalized support and custom offerings.

Headquartered in a northwestern suburb of Atlanta, Jaipur Living designs, manufactures, and distributes rugs and other textiles through its extensive network of high-end interior designers and design firms, national retailers, and third-party ecommerce partners. The company continues to grow rapidly, experiencing double-digit annual growth every year for the past decade. This growth can be attributed to the care Jaipur Living puts not only in their customers, but their employees as well. Employees at Jaipur Living are encouraged to collaborate, think independently, and stretch the creative process to develop new ways of marketing and distributing their products around the world.

In August 2022, the company opened a new studio adjacent to its headquarters that, at over 17,000 square feet, functions as a communal space for design professionals to visit to experience Jaipur Living’s products. The studio encapsules not only our beautiful product but also ways Jaipur makes lives beautiful through The Jaipur Rugs Foundation.

What we do for our team members:

Comprehensive Benefits: Company Paid Holidays, PTO, Parental Involvement Leave, Maturity/Paternity Leave, EAP, No Cost Employee Medical Plan, Vision, Dental, and Company Paid Life Insurance. We also include a match on retirement (401K/Roth).

Career Development: We're committed to providing growth for career development within the company, supporting our team members' aspirations with a well-defined succession plan that includes a variety of training and development opportunities.

Pet-Friendly Workplace: We welcome your furry friends Our 'Bring Your Dogs to Work' policy creates a pet-friendly atmosphere, allowing our team members to enjoy the companionship of their dogs during the workday.

Wellness Support: Not only do we support an active lifestyle with our on-site basketball court and yoga studio, but we host quarterly mental health events to assist in creating a well-rounded work-life harmony for our team members.

Sustainability Efforts: Reuse, Renew, and Refresh by joining our Green Team Responsible for harvesting from the organic community garden, donating goods to local pet shelters and schools, creating educational workshops, leading nature walks, and much more, they promote well-being through sustainable practices.

Our Values

Empowerment • Inclusiveness • Responsibility • Progressive

Learn more about our company story here:

The Jaipur Rugs Foundation

Since 2004, the Jaipur Rugs Foundation has worked to improve the lives of rug-weaving artisans in India. This is done through training, skills development, and social interventions. By focusing on the ideas and solutions that create social value, the Foundation supports the dignity and heritage of these traditional artisans, believing that healthy and sustainable communities are key to the survival of traditional rug weaving. Jaipur Living has made ethical and socially conscious global citizenship the foundation of its business. Through social initiatives and the Jaipur Rugs Foundation, the company supports a supplier ecosystem without a middleman of more than 40,000 artisans in 700 villages across India by providing them with a livable wage, access to health care, leadership education, and opportunities for personal growth and development. Combining time-honored techniques and of-the-moment trends, every Jaipur Living product is as ethically and responsibly made as it is beautiful.

Learn more about the Jaipur Rugs Foundation here:

Overview

As a Customer Success Manager, you will play a pivotal role in ensuring the satisfaction and success of our customers. You will lead and mentor a team of Customer Success Representatives (CSRs) while overseeing the support provided to our sales representatives. Your responsibilities will include managing KPIs, resolving escalated cases, providing training, and fostering a positive team environment. Additionally, you will collaborate cross-functionally to enhance the overall customer experience and play a critical role in the implementation of our new ERP system.

Essential Responsibilities:

Team Management:

• Manage, train, and develop the Field Sales CS team, consisting of 1 Senior CSR and 6 CSRs.
• Oversee the sales support for 30+ inside, field, and independent Sales Reps.
• Conduct bi-weekly call and case monitoring sessions, providing coaching and supplemental training as needed.
• Celebrate departmental and team wins through various initiatives such as team lunches, gift-giving, contests, etc.

Performance Monitoring and Improvement:

• Ensure the achievement of KPIs, with a focus on CRM response times, call holding service level, and customer satisfaction survey scores.
• Proactively address negative customer experiences by engaging with those who have provided low scores on CSAT surveys.
• Implement daily coverage plans to maintain proper phone and CRM queue coverage during team member absences.
• Provide monthly reporting of KPIs and identify opportunities for improvement.

Customer Issue Resolution:

• Manage and diffuse escalated cases and calls, serving as a point of contact for resolution.
• Collaborate with cross-functional teams including Distribution Center, Field Sales, Leadership, Accounts Receivable, IT, and Marketing to resolve customer issues and enhance their experience.

Strategic Initiatives and SOP Management:

• Partner with CS Leadership team on departmental strategic initiative execution.
• Manage and develop SOPs, particularly in relation to the launch of the new ERP system.
• Ensure adherence to established SOPs and assist in training team members on new procedures.

Team Leadership and Operations Oversight:

• Train, develop, and manage a small group of employees, providing issue resolution coaching and continuous support.
• Supervise day-to-day department operations, ensuring coverage and achievement of service level expectations.
• Serve as an escalation point of contact for order management guideline issues.

Training and Process Improvement:

• Develop and roll out training guides and new SOPs as needed for your teams.
• Assist in testing new functionality and fixes to enhance customer support processes.

Skills & Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Bachelor's degree in Business Administration, Management, Marketing, or a related field is preferred, though relevant work experience and demonstrated skills will also be considered.
• Demonstrated ability to provide exceptional leadership, inspiring and guiding teams to achieve common goals.
• Strong interpersonal skills, enabling effective communication with both customers and team members, including the delivery of constructive feedback and resolution of conflicts.
• Deep understanding of customer needs, committed to delivering outstanding service and adept at turning negative experiences into positive outcomes through proactive engagement and problem-solving.
• Proficiency in analyzing key performance indicators (KPIs) and utilizing data-driven insights to identify areas for improvement and drive operational excellence.
• Adaptability to thrive in fast-paced environments, quickly adjusting to changing priorities and managing multiple tasks and projects simultaneously.
• Comfortable with CRM systems and other relevant software tools, capable of quickly learning new technologies and processes.
• Collaborative mindset, experienced in working cross-functionally with stakeholders from various departments to achieve common objectives.
• Strong problem-solving skills, able to promptly and effectively address customer issues and manage escalated cases, implementing solutions to prevent recurrence.

Physical Requirements:

• Remaining in a seated position for long periods of time
• Standing is to remain on one’s feet in an upright position without moving about
• The ability to alternate between sitting and standing is present when a worker has the flexibility to choose between sitting or standing as needed when this need cannot be accommodated by schedules breaks and/or lunch period
• Lifting and transporting items that could weight up to 25 pounds
• Entering text or data into a computer by means of a traditional keyboard
• Expressing or exchanging ideas by means of the spoken work to impart oral information to clients and talent and convey detailed spoken instructions to other workers accurately and quickly
• The ability to hear, understand, and distinguish speech and/or other sounds such as in person and telephone
• Clarity of vision to see computer screens and workspace

Employment at Jaipur is contingent on the completion of a criminal background check and a drug screen, with the results being negative. Jaipur employees are subject to pre-employment, post-injury, post-accident, reasonable suspicion and random testing for illegal drug usage. Management retains the discretion to add or change the duties of this position at any time.