Our mission is to create the first comprehensive platform that combines top-tier insurance offerings with world-class software so commercial businesses can manage risk and prevent losses. We’re starting with the $10T commercial construction industry.
Our thesis is that technology can solve the sustainability challenges facing commercial insurance, and to accomplish this we’re building a platform that incentivizes our clients to adopt the best tools when they buy our coverage. Across construction and other commercial markets, technology is available but fundamentally underutilized, despite the potential for improving loss outcomes and stopping this crisis.
To date, Shepherd has raised $20M+ from top tier VCs including Y-Combinator, Susa Ventures, Spark Capital, Costanoa Ventures, Era Ventures, Greenlight RE and Intact Ventures.
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.
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 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
Hiring Manager
Laura Watts
Customer Experience Lead
Benefits and Perks
Premium Healthcare
100% contribution to top-tier health, dental, and vision
Unlimited PTO
Flexibility to take the time off, recharge, and perform
SF, NJ, or NYC Offices
Premium office space on both coasts with lunches provided
Professional Development
Access to premium coaching including leadership development
Location(s)
San Francisco
Team
Customer Experience
Salary Range
$85,000 - $110,000
Please include links to your resume, GitHub, LinkedIn, or any other relevant info.