Customer Experience Associate

Shepherd
San Francisco
Workplace: OnsiteFull timeUSD 90,000 - 125,000 annuallyFunction: Customer Success & Account ManagementExperience: 2+ yearsSkills: ["Detail-oriented","Organized","Concise","Customer-centric","Communication","Emotional intelligence","Adaptable","Self-motivated","Cross-functional collaboration","Problem-solving"]

Own client servicing and customer success for Shepherd’s broker partners. Build customer champions by managing post-sales account processes, documentation, change management, and internal trainings. Expand software offerings with existing customers, run demos and onboarding, and lead quarterly business reviews. Improve the customer journey across partnerships, marketing, operations, and customer service by proposing solutions and collaborating cross-functionally.

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Shepherd
Shepherd
1 day ago

Customer Experience Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Own client servicing and customer success for Shepherd’s broker partners. Build customer champions by managing post-sales account processes, documentation, change management, and internal trainings. Expand software offerings with existing customers, run demos and onboarding, and lead quarterly business reviews. Improve the customer journey across partnerships, marketing, operations, and customer service by proposing solutions and collaborating cross-functionally.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key 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, including leading demos, onboarding, customer meetings, and quarterly business reviews
  • •Enhance the customer journey and identify areas for improvement; propose solutions and collaborate with cross-functional teams

Pay and Benefits

Salary: USD 90,000 - 125,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionPaid Leave401kFamily Building

Key Requirements

  • •Bachelor’s degree or equivalent experience
  • •Minimum 2+ years of experience in customer success, customer service, or operations roles
  • •Strong communication skills and emotional intelligence
  • •Extremely detail-oriented, organized, and able to manage multiple tasks/projects simultaneously
  • •Customer-centric, able to embrace ambiguity and adapt to new challenges
Experience:2+ years
Skills:Detail-orientedOrganizedConciseCustomer-centricCommunicationEmotional intelligenceAdaptableSelf-motivatedCross-functional collaborationProblem-solving

Company Brief

Shepherd
Provides a digital platform to design, run, and scale decentralized clinical studies, helping researchers recruit participants, collect remote data, and streamline study operations for academic and commercial research teams.
Industry: Clinical Research
Company Size: Small (11 to 50 employees)
Growth: Early Stage Startup
Website