Customer Experience Associate

About Shepherd

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.

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.

Key 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 training 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 your 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