Customer Experience Associate

12 Days Old

About You

We are looking for a motivated and eager individual to join our Customer Experience team who is ready to create impactful customer experiences and do the best work of their career. As a Customer Experience Associate, you'll focus on Client Servicing and Customer Success, working to build customer champions, optimize internal processes, and ensure exceptional end-to-end experiences with Shepherd. This role offers a unique opportunity to be part of a dynamic team and gain exposure to various aspects of our business, including growth, customer service, and process development.

Responsibilities

Client Servicing

  • Cultivate and maintain strong relationships with broker partners
  • Manage post-sales account processes to ensure success for partners and Shepherd
  • Own documentation, change management, and ongoing trainings for internal team members

Customer Success

  • Expand software offerings with current customers
  • Lead customer demos, onboarding, customer meetings, and quarterly business reviews

Customer Experience

  • Enhance our customer journey in important areas such as: partnerships, marketing, operations, and customer service related tasks

Process Improvement

  • Identify areas for improvement
  • Propose solutions and collaborate with cross-functional teams

You Would Be A Dream Candidate If

  • You are extremely detail-oriented, organized, and concise
  • You are customer centric at core and exhibit this through your work
  • You embrace ambiguity
  • You are adaptable and welcome new challenges
  • You have a strong work ethic, are self-motivated, and have the ability to manage multiple tasks/projects simultaneously in a fast-paced environment
  • You exhibit strong communication skills and emotional intelligence
  • You are excited about process development and innovation
  • Bachelor's degree or equivalent experience
  • You have a minimum of 2+ years of previous experience in customer success, customer service, or operations roles
Apply
Location:
San Francisco

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