Client Support Associate (Onsite)

The job overview for the Client Support Associate position is that the individual will provide administrative and technical support to the internal Sales Team and Clients. They will be responsible for diagnosing and resolving technical issues with the product suite and third-party partners, as well as providing administrative support through tasks such as opportunity execution, account profile updates, and ad campaign configuration. The role requires strong multitasking, organizational, and communication skills, and is based in Irvine, CA. The impact of the role includes technical support, revenue generation support, and cross-functional communication between Sales and other teams.

• Provide administrative and technical support to the internal Sales Team and Clients
• Diagnose and resolve technical issues with the product suite and third-party partners
• Escalate technical issues to the Support Engineering team
• Update clients with workarounds or resolutions until they are fully satisfied
• Keep assigned Account Executive and Account Manager informed of the pathway to resolution
• Receive cases through Salesforce and resolve them in a timely manner with exceptional quality
• Review and execute opportunities
• Update account profiles
• Request credits
• Configure ad campaigns
• Collect creative assets
• Generate contracts
• Assist Sales team in account management
• Multitask under tight timelines
• Demonstrate excellent organizational and problem-solving skills
• Communicate clearly and effectively
• Collaborate with cross-functional teams including Support Engineers and Accounts Receivable
• Manage ad campaign set up and asset collection
• Assist with large-scale account campaigns and activations
• Make administrative changes in Account configuration management tools
• Participate in User Acceptance Testing and report defects
• Analyze issues in conjunction with EPD
• Take on additional projects and tasks as necessary
• Troubleshoot technical issues and identify root causes
• Resolve partner issues and communicate application enhancements
• Stay updated on industry trends and regulations
• Proficient with Salesforce and Google Workspace
• Manage digital assets and ensure compliance with internal specs
• Bonus points for a passion for the cannabis industry, experience in Google Ad Manager or other ad servers, experience with Help Center article writing and editing, account management experience, experience with JIRA and Tableau, and bilingual proficiency in Spanish.

• 0-2 years of experience in a B2B software support role
• 1+ years of experience in a technical support role
• Exceptional written and verbal communication skills
• Efficient organizational skills and ability to multitask and prioritize in a high-volume, fast-paced environment
• Ability to troubleshoot technical issues and think outside of the box to identify root causes
• Resolve partner issues, identify and present workarounds, and communicate application enhancements
• Strong technical aptitude in a SaaS environment
• Experience troubleshooting and/or executing User Acceptance Testing in conjunction with EPD
• Capable of quickly adapting to new responsibilities and meeting new expectations
• Develop and maintain a working knowledge of industry trends and regulations
• Proficient with Salesforce and Google Workspace
• Experience managing digital assets and checking compliance against internal specs
• A passion for the cannabis industry and the desire to develop the culture (bonus)
• Experience working in Google Ad Manager or other ad servers (bonus)
• Experience with designing, writing, editing, and publishing articles for a Help Center (bonus)
• Account Management Experience (bonus)
• Experience with JIRA, Tableau (bonus)
• Bilingual written and verbal (Spanish) (bonus)

• Opportunity to shape the future of the cannabis industry
• Meaningful role that impacts the wellbeing of others
• Casual work environment, no fancy clothes required
• Generous PTO and company holidays
• Numerous opportunities to learn and grow professional skills
• Endless opportunities to network and connect with other Weedmappers through various activities such as speaker series, Employee Resource Groups, happy hours, team celebrations, game nights, and more.