Associate Customer Success Manager

Metrc LLC•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. 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.

Requirements

Two + Years working in Software
College Degree or Equivalent Working Experience Outlined
Public Speaking / Presentation
Interpersonal / collaboration skills

Nice To Haves

Preferred Experience with Customer Success or Support
Preferred background in software demoing and training
Preferred Background in Regulated Cannabis Industry and Government Policies

Responsibilities

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.