Customer Success Manager

Job Description

Job Description

Shep Digital Solutions is developing the next generation in consumer facing retail technologies that change how retailers connect and interact with their customers. Our products and services create actionable, intelligence-based data and information at scale to help retailers drive sales and increase profitability.  We are seeking a dynamic Customer Success Manager to join our team.

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.
• Supporting the sales team throughout the sales cycle, including delivering product demonstrations to prospective retail customers and helping position Shep Digital's value during the evaluation process.
• 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.
• Working closely with retailers to identify upsell opportunities and new product or feature ideas that extend Shep Digital's value within their business.
• Monitoring customer reporting metrics, tracking KPIs, and regularly reporting on customer outcomes to retail.
• Advocating for the customer within the organization to ensure their needs are prioritized.
• Presenting with confidence to customers and prospects, and comfortably leading Q&A sessions on Shep Digital's proprietary software platform and underlying technology stack.

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.
• Partner with retailers to surface new product or feature ideas that extend Shep Digital's value within their business.
• 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.
• Support the sales team by delivering product demonstrations to prospective retail customers, helping translate the Shep Digital value proposition into a compelling story for new business.
• 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.
• 3+ years of experience in customer success, account management, or a related client-facing role, or equivalent experience working in the convenience retail industry (store operations, category management, merchandising, or marketing).
• 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.
• Comfortable supporting the sales process, including presenting and demoing products to prospective customers alongside the sales team.
• 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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\nCompany Description

Shep Digital Solutions is developing the next generation in consumer facing retail technologies that change how retailers connect and interact with their customers. Our products and services create actionable, intelligence-based data and information at scale to help retailers drive sales and increase profitability.

Company Description

Shep Digital Solutions is developing the next generation in consumer facing retail technologies that change how retailers connect and interact with their customers. Our products and services create actionable, intelligence-based data and information at scale to help retailers drive sales and increase profitability.