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
Job Tags