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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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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.