Customer Experience Associate

Shepherd • San Francisco, CA

11d

About The Position

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.

Requirements

• 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

Responsibilities

• 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
• Expand software offerings with current customers
• Lead customer demos, onboarding, customer meetings, and quarterly business reviews
• Enhance our customer journey in important areas such as: partnerships, marketing, operations, and customer service related tasks
• Identify areas for improvement
• Propose solutions and collaborate with cross-functional teams

Benefits

• 🏥 Premium Healthcare 100% contribution to top-tier health, dental, and vision
• 🏖️ 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, or Dallas-Fort Worth Offices Premium office spaces on both coasts with daily lunches provided
• 📚 Professional Development Access to premium coaching, including leadership development
• 🏦 401(k) Plan Competitive 401(k) plan offered
• 🐶 Dog-friendly office Plenty of dogs to play with and make friends with in the SF office

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level