Customer Success & Account Manager - Cannabis

Job Description

Job Description

THE ROLEBud's Goods of NJ is seeking a customer-experience-driven Account Manager to help support our wholesale sales efforts across New Jersey. The Account Manager serves as the primary relationship manager for Bud's Goods' wholesale customers throughout New Jersey. This role is responsible for delivering an exceptional customer experience by managing customer relationships from onboarding through ongoing account support, coordinating order fulfillment & partnering with internal teams to ensure customer expectations are consistently exceeded.The Account Manager acts as the voice of the customer within the organization, working cross-functionally with Sales, Operations, Production, Packaging, Compliance, Logistics & Finance to ensure timely, accurate & compliant delivery of products & services. This position also identifies opportunities to strengthen customer partnerships, increase account growth & improve overall customer satisfaction.Success in this role requires exceptional communication, organization, problem-solving & relationship-building skills while thriving in a fast-paced, highly regulated cannabis environment.CORE COMPETENCIES & SKILLSYou bring:Minimum of 2 years of experience in account management, customer success, wholesale account support, or a related customer-facing role. Prior B2B or wholesale sales experience is a plusExcellent verbal, written & interpersonal communication skillsStrong organizational skills with exceptional attention to detailAbility to manage multiple customer accounts & competing priorities simultaneouslyProficiency with Microsoft Office Suite, including Excel, Word & OutlookValid driver's license & ability to travel throughout New JerseyAbility to work independently while collaborating effectively across departmentsPreferred:Cannabis industry experienceKnowledge of New Jersey cannabis regulationsExperience using Metrc or other seed-to-sale softwareExperience with CRM platforms (HubSpot, Salesforce, or similar)Bachelor's degree in Business, Sales, Marketing, or a related field (or equivalent professional experience)Exceptional customer service mindset with a passion for building lasting relationshipsStrong project management & organizational abilitiesExcellent time management & prioritization skillsAbility to solve problems proactively & make sound business decisionsStrong critical thinking & analytical skillsProfessional written & verbal communicationAbility to navigate difficult conversations while maintaining positive customer relationshipsHigh degree of integrity & professionalism when handling confidential informationAdaptability & comfort working within a fast-paced, evolving industryCommitment to Bud's Goods' mission, values & customer-first philosophyESSENTIAL DUTIES & RESPONSIBILITIESACCOUNT & CUSTOMER MANAGEMENTServe as the primary point of contact for assigned wholesale accounts throughout New JerseyBuild & maintain strong, long-term customer relationships through proactive communication & exceptional serviceConduct customer onboarding & ensure a seamless transition from contract execution through first deliveryCoordinate customer orders from purchase order through fulfillment, ensuring accuracy & timely executionPrepare sales quotes, manifests, invoices, Certificates of Analysis (COAs) & other required documentationPartner closely with Operations, Production, Packaging, Compliance & Logistics to ensure customer expectations are metSchedule deliveries while maintaining clear communication regarding order status, delays, or changesConduct regular customer check-ins to understand business needs, gather feedback & identify opportunities for continued partnershipEducate customers on available products, services, inventory updates & new product launchesMonitor customer satisfaction & proactively resolve issues while maintaining a high level of professionalismSupport organic growth within existing assigned accounts by identifying customer needs, product adoption opportunities, and opportunities to strengthen existing partnerships.Maintain accurate customer records, communications, forecasts & sales activity within the Company's CRM platformEnsure all customer interactions & transactions comply with New Jersey cannabis regulations & internal policiesWork collaboratively across departments to improve customer experience & internal processesRepresent Bud's Goods at customer meetings, facility visits, networking events & industry functions as neededAssist with process improvements, SOP updates & customer service initiativesSUCCESS IN THIS ROLEPerformance in this role may be evaluated based on:Customer satisfaction & relationship managementCustomer retentionRevenue growth and product adoption within existing assigned accountsResponse time to customer inquiriesAccuracy of order processing & documentationCRM utilization & account documentationCross-functional collaborationOn-time delivery coordinationIssue resolution & customer feedbackCompliance with state regulations & Company proceduresPHYSICAL REQUIREMENTSOccasional lifting of up to 25 poundsExtended periods of sitting, computer work & customer meetingsWORK ENVIRONMENTPrimarily office-based with frequent travel to customer locations throughout New Jersey.May require occasional evening or weekend work based on customer needs or business operations.EQUAL OPPORTUNITY EMPLOYERBud's Goods of NJ is an Equal Opportunity Employer committed to fostering an inclusive workplace free from discrimination, harassment & retaliation. #ENGHP