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Customer Success Manager

2 months ago

Virginia, United States Metrc Full time

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 a 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 Customer Success Manager will provide leadership and guidance on the Metrc platform and future initiatives within the organization. This role will support projects that optimize inventory management processes across the organization's regulatory tracking platform and any future supply chain efforts. The position will work across the user community to define, qualify, and prioritize projects utilizing RFID technology. The Customer Success Manager will lead and achieve operational excellence through the advancement of customer experience, leveraging an approach that considers all interdependent, interrelated processes that occur within our regulatory compliance systems. This role will have internal interaction with key management, support, technology, and operations within the company. KEY RESPONSIBILITIES Core duties and responsibilities include the following: Embodies Metrc’s Leadership Principles Successfully manage, maintain, and grow your Metrc State programs to a world class standard. Foster client-agency relationships through frequent communication of updates, a thorough understanding of the Metrc system and State regulations, and regular productive meetings with the client-agency. Provide insight into general practices taken across all client agencies to allow for informed decisions on changes to the Metrc system. Generate documentation of State processes and requests for Enhancement Service Orders (ESO) and communicating all updates in changes in status to necessary parties Create messaging for the industry to effectively communicate changes in the system Deliver the required documentation and services during the deployment of a new program to ensure that the expected project schedule is met Coordinate internal Metrc departments to provide additional resources to client agency requests Monitor reported issues to ensure that all communication encourages compliant behavior Maintain oversight on Metrc environment configurations for client agencies Understand all current Metrc system offerings and/or identifying resources to convey the Metrc system offerings for any scenario presented by a client-agency Demonstrate all Metrc system offerings to client agencies and/or licensed businesses using the platform. Maintain weekly, monthly, and quarterly reporting of the programs Maintain Teamwork project management site(s) or any future project management tool implemented Assist / coordinate meeting preparations and travel arrangements when traveling to our client agencies Requirements

QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES Two+ years working in Software within an Account Management/Customer Success Role College Degree or Equivalent Working Experience Outlined Preferred Experience with Government Projects Preferred Background in Regulated Cannabis Industry and Government Policies Successful candidates must be located in Northeast states (D.C., MD, VA, DE, PA preferred) TRAVEL This position will require frequent travel ranging from 30-50% of work time. For example, travel might include: Meeting with client agencies at their offices and visiting cannabis business operators that grow, process, test, and sell cannabis products. Travel will be done by company car and or commercial air carrier. Occasional evening and weekend work is required based on business need. PHYSICAL DEMANDS AND WORK ENVIRONMENT This role is a remote position and does not require travel to an office when not performing travel based on business need 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.

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