Client Success Manager

What We Do

We work with a range of businesses from High Street brands to maintenance companies, collecting data for them and providing insights to support their decision making. This includes mystery shops, stock availability audits, bus stop condition checks and a whole host of other programmes. Our data is collected by our national network of ‘shepherds’ whom, armed with our app, complete checks on site and submit their data in real time.This community model allows us to provide actionable, objective, granular and accurate data, both at speed and scale to our clients.

Our Story

We were founded in 2016 by serial entrepreneur Carl August Ameln. In 2020, Lindsay Forster joined the business as an investor & CEO and has built a strong team and culture, the team have grown revenues by x15 fold whilst achieving profitability. The business has an enviable client list and continues to innovate new solutions for global leaders in the Retail, Consumer Brand, Logistics and Media space.

With a market leading app, earning a Trust Pilot rating of 4.6, we create a marketplace for users to undertake exciting data led tasks local to them, to earn top up income, a mission which has never been so critical and relevant given the economic backdrop.

We’re now embedding AI in our business to scale efficiently and sustainably, whilst enriching our culture through hiring the best people, with a hunger for growth, an appetite for change and a passion for collaboration and teamwork. Oh and having low / no ego is key, and being comfortable with ambiguity is pretty important - we’re a client and user-led business so priorities change and client opportunities need to seized with pace!

The Role

As a Client Success Manager, your role is to delight key clients with expert end-to-end delivery management and client oversight. You will liaise closely with clients to understand their business problems, building question sets that are simple for our community to understand - driving creative solutions where required - and managing the end-to-end process through to project completion. You will work closely and collaboratively with all parts of the business, including Operations, Tech and Sales.

What You’ll Do

1. Lead the end-to-end project delivery process from pre-sales to completion
2. Liaise with clients directly to fully understand their requirements
3. Work with Hof Client Success to solutionise new Sales opportunities
4. Compose and build question sets that our Community members will answer in-app and that meet the data collection requirements of the clients, using exciting AI and internal systems
5. Utilise incredible attention to detail and best practice to ensure seamless end-to-end delivery and completion
6. Work closely with all other internal functions to ensure that as one team, we hit the deadlines set & deliver insightful data back to the client.
   1. Work with the Sales team to ensure a clear understanding of client expectations and problems, and provide support and guidance in client calls
   2. Work with the Data team, ensuring your jobs are built with data clarity in mind
   3. Work with the Community team to monitor project performance, optimise route to market, and identify where interventions are needed, to ensure deadlines and completion SLAs are consistently met
   4. Work with the Operations team to ensure all jobs are processed efficiently while meeting the appropriate quality standards
   5. You’ll also work with Tech and Automation teams to continually develop and improve our technological capabilities, including embedding AI tools throughout the delivery process.

Skills and Experience You’ll Have

• Excellent IT literacy, with strong experience in Microsoft Office, and in particular a high level of competence using Excel.
• Strong experience in a customer-facing role (B2B or B2C), providing support and exceptional customer service.
• Strong organisational and administrative skills, with the ability to balance multiple projects and priorities is a must.
• Experience within an Operations, Delivery or Development team.
• Experience within a solutions-focused or technology-based environment would be advantageous.Experience within a Field Sales or Retail organisation would be highly advantageous

About You

• Ability to build relationships & communicate effectively with people no matter their job role.
• Great team player – collaborative, supportive and without ego
• Results-driven and problem-solving individual who thrives in an environment of accountability and sometimes ambiguity.
• You will be a highly effective communicator, both verbally and in writing
• Expertly organised
• Proactive work ethic with a bias for action – do now and ask later.
• Excellent learning agility, not fazed by change of pace and delivery.

Why Us?

At Shepper, we don’t just take care of things for our customers; we take care of each other and our Shepherds. We’re kind and considerate. We know people have lots going on – at their desks and in their lives – so we respect each other, support each other, and put our people first, always; we’re all here to help each other, our Shepherds and our clients succeed.

Perks

As well as the expected offerings (pension contribution, a laptop etc), you will benefit from:

• Salary: 35k-40k based on experience
• 25 days holiday, as we all need time for R&R, plus a day off for your birthday!
• Home working contribution in your first month to spend on whatever helps you create your best home office environment
• BUPA medical insurance to ensure your health is prioritised
• 2 days leave each year for something you care about, like volunteering, charity work or community outreach
• Hybrid approach to work with the week split between home and the office, enabling our team to fit work into their lives, whilst still making space for building community and belonging
• A great We-Work office next to Liverpool Street, if in-person collaboration and free coffee is your preference
• Casual dress code, although nobody will criticise a suit for the right occasion!
• Summer and winter socials - think bingo, life drawing, treasure hunts around London (and the stuff that can’t be written down...)
• Team building, Monthly All Hands, and a very social and supportive team
• And probably most importantly….the chance to be a part of creating a legacy that combines social good, community creation, local inclusion and commercial growth.

At Shepper, we are committed to building a team that is representative of the diverse community we operate within. We welcome and encourage applications from all backgrounds, industries and experiences, and promote a flexible, inclusive and supportive environment, as we recognise that everyone has something unique to bring to our team.