Associate Customer Success Manager

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 Associate Customer Success Manager, 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

The Associate Customer Success Manager will be responsible for developing & maintaining existing customer relationships while leading the customer to full adoption and absorption of our products. We are seeking a candidate that has proven success in developing strategic relationships leading to high retention rates, high NPS scores and expansion opportunities.

This role will proactively engage in the support of a variety of customers, including strategic account planning and customer success issue resolution. This role will work directly with Sales, Marketing, GA/EABD, Support, Product and Finance.

This position is designed for an Associate Customer Success Manager who has a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven. This position will provide support towards assigned programs and day-to-day operations of the Customer Success team.

KEY RESPONSIBILITIES

Core duties and responsibilities include the following. 

• Embodies Metrc’s core values
• Live Metrc’s Core Values – Every day and all the time.
• Collaborate and partner with Customer Success Manager and Regional Customer success Directors.
• Take all relevant trainings and collaborate internally to develop an understanding of products and industry in order to serve as a product, industry, and company ambassador
• Exhibits a proactive approach in addressing customer needs and challenges, taking initiative to resolve issues independent
• Conducts training sessions in partnership with CSM and product demonstrations effectively, contributing to customer success.
• Contributes to the creation of QBR decks and monthly reports, providing valuable insights and analysis.
• Meets KPIs consistently, such as customer satisfaction scores and retention rates.
• Ability to manage 1-2 small markets independently, serving as the primary point of contact for the customer.
• Support Customer Success Manager and Regional Customer Success Directors during customer calls and meetings
• Provide insight and relay the voice of the customer to internal teams at Metrc
• Build relationships with assigned customers, help them with issues, and continually delight them with a consultative customer centric attitude
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal and account growth
• Facilitate information gathering and documentation support to ensure accuracy and accountability of ownership
• Update and manage deliverables
• Learn to facilitate product demos and trainings both virtually and in person
• Assist in development of the messaging, communication materials, training details, release notes, etc. to provide an outstanding customer experience
• May perform other additional duties and responsibilities as assigned.

Requirements:

QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES

• Two + Years working in Software
• College Degree or Equivalent Working Experience Outlined
• Preferred Experience with Customer Success or Support
• Preferred background in software demoing and training
• Public Speaking / Presentation
• Interpersonal / collaboration skills
• Preferred Background in Regulated Cannabis Industry and Government Policies

TRAVEL

This position will require frequent travel ranging from 25% of work time. For example, travel might include:

• Travel is typically by company car and or commercial air carrier. Occasional evening and weekend work are required. Business travel will include meeting with client agencies at their offices and visiting cannabis business operators that grow, process, test, and sell cannabis products.

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.