Customer Experience Associate

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

Benefits

Premium Healthcare 100% contribution to top-tier health, dental, and vision

Fertility benefits and family building support

Unlimited PTO Flexibility to take the time off, recharge, and perform

Daily lunches, dinners, and snacks We work together, and enjoy meals together too

SF, NYC, Dallas-Fort Worth, Chicago and LA Offices

Professional Development Access to premium coaching, including leadership development

Competitive 401(k) Plan

Dog-friendly office Plenty of dogs to play with and make friends with in the SF office