Associate Customer Success Manager

Metrc•Lakeland, FL

1d•Remote

About The Position

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.

Requirements

Two + Years working in Software
College Degree or Equivalent Working Experience

Nice To Haves

Experience with Customer Success or Support
Background in software demoing and training
Public Speaking / Presentation
Interpersonal / collaboration skills
Background in Regulated Cannabis Industry and Government Policies

Responsibilities

Develop and maintain existing customer relationships while leading the customer to full adoption and absorption of our products.
Proactively engage in the support of a variety of customers, including strategic account planning and customer success issue resolution.
Work directly with Sales, Marketing, GA/EABD, Support, Product and Finance.
Provide support towards assigned programs and day-to-day operations of the Customer Success team.
Embody Metrc’s core values and live them every day.
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.
Exhibit a proactive approach in addressing customer needs and challenges, taking initiative to resolve issues independently.
Conduct training sessions in partnership with CSM and product demonstrations effectively, contributing to customer success.
Contribute to the creation of QBR decks and monthly reports, providing valuable insights and analysis.
Meet KPIs consistently, such as customer satisfaction scores and retention rates.
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.