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