Job Description

As a Customer Success Manager , you will be responsible for understanding our customers’ needs, ensuring excellent customer experience, fostering long-term loyalty, and ensuring they get the most value from our products and services. You will be crucial in helping us build strong, lasting relationships with our clients/customers. The ideal candidate is passionate about customer service, satisfaction, and success, has an eye for design and creativity, with excellent communication skills.

Job Responsibilities

• Managing and growing relationships with key convenience retail customers, acting as their Shep Digital primary point of contact.
• Engaging proactively with convenience store marketing, merchandising, operations, and fuel management personnel to understand their goals and challenges, while offering solutions that align with their needs.
• Ensuring high customer retention and satisfaction levels by delivering exceptional service and support.
• Gathering customer feedback and communicating product improvement suggestions to the Shep Digital operations, software, and product development teams.
• Collaborating with internal, cross functional teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.
• Developing and executing customer promotional campaigns that drive product adoption and maximize customer value.
• Monitoring customer reporting metrics, tracking KPIs, and regularly reporting on customer outcomes in retail.
• Advocating for the customer within the organization to ensure their needs are prioritized.

Your Tasks

• Onboard new clients and guide them through Shep Digital product setup, installation, training, and initial usage to ensure successful launch and implementation.
• Conduct regular check-ins and business reviews with retailers to assess progress, gather feedback, and discuss future goals.
• Identify upselling and cross-selling opportunities to expand customer use of the Shep Digital suite of products and services.
• Oversee the Shep Digital lifecycle management and identify areas for optimization.
• Support the creation and delivery of retailer performance reports and insights to demonstrate the impact of our solutions.
• Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage.
• Develop customer success stories and case studies in support of sales and marketing efforts.
• Serve as the liaison between customers and Shep Digital’s internal teams, such as sales, marketing, product development, and operations support.
• Manage customer escalations to Technical Operations team and ensure issues are resolved quickly and effectively.
• Understanding of Shep Digital’s value proposition and its impact on a retailer’s customer experience.

Requirements and Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field, or equitable experience in a similar role.
• 1+ years of experience in customer success, account management, or a customer service role.
• Graphic design knowledge and sensibility with experience utilizing design software applications.
• Ability to analyze customer data and usage trends to identify areas of improvement in support of customer retention and upselling strategies.
• Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach.
• Strong organizational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
• Familiarity with CRM tools, like Hubspot, as well as data rendering software, like Observable or Fathom.
• Proficiency in Microsoft Office Suite, particularly Word, Excel, PowerPoint, and Outlook

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