VP, Customer Success Management

Job Description

Job Description

Description:

ABOUT METRC

Metrc is the most trusted and experienced provider of cannabis regulatory systems in the United States and is growing extremely rapidly to expand globally. We provide a solution that combines advanced software, radio-frequency identification (RFID) technology, a dedicated customer-support team, and a secure database to track and trace cannabis from growth, harvest, and processing to testing, transport, and sale. As the VP, Customer Success Management, you will have the opportunity to thrive in a fast-moving, fluid environment, and be passionate about implementing change, great processes and procedures in a commercial setting at a fast-growing technology company.

GENERAL OVERVIEW

This position will lead client services delivery for state- and Metrc-defined strategic efforts and deliverables; collaborate with developers, technical leads, and product managers in handling and interpreting requirements and defects; create and manage organizational change in implementing new processes; define strategic data needs and work with local Metrc team and Metrc data team in planning and delivering solutions; deliver training on subject matter topics when necessary to meet client and internal objectives; and manage client services in system enhancements, data delivery, contract documentation, testing, and other operational areas.

KEY RESPONSIBILITIES

Core duties and responsibilities include the following.

· Lead California’s local Metrc team in delivering services to meet client objectives

· Foster client-agency relationships through frequent communication of updates, a thorough understanding of the Metrc system and State regulations, and regular productive meetings with the client-agency

· Coordinate with internal Metrc departments to provide resources to fulfill client agency requests

· Brief and advise Metrc senior and executive leadership on California operations and strategic considerations

· Identify deficiencies in operational processes and address solutions

· Participate in special events as California’s Metrc lead

· Lead one or more multi-disciplinary Agile delivery teams to deliver products and/or iterations to existing products to meet user needs.

· Participate in project risk and issue management activity throughout the project lifecycle as needed.

· Deliver all contract deliverables in alignment with the approved work authorizations.

· Develop and maintain Maintenance & Operations Plan, and execute delivery of services to support all M&O activities.

· May perform other additional duties and responsibilities as assigned.

Requirements:

QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES

· 24 months experience serving in a project manager or project director role for a project or maintenance and operations engagement with a project or maintenance cost of at least $5 million dollars

· Experience managing delivery of mission-critical services to customers

· Experience translating customer business needs into actionable data insights

· Experience analyzing data to ensure business needs and technical requirements are met

· Preferred Experience with Government Projects

· Preferred Background in Regulated Cannabis Industry and Government Policies

· Open to candidates located within the state of California

TRAVEL

This position may require travel ranging up to 25% of work time. For example, travel might include:

o Special events such as User Exchanges

o On-site meetings at customer location(s)

o Onsite CSM Department team meetings as necessary

PHYSICAL DEMANDS AND WORK ENVIRONMENT

· Remote position

· Frequently required to sit

· Frequently required to talk or hear

· Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard and mouse.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Metrc is an Equal Opportunity Employer, and all qualified applicants and team members will be considered for employment and advancement without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, marital status, disability, genetic information, military or veteran status or any other characteristic protected by federal, state or local law.