Customer Success Professional

2 weeks ago

New York, New York, United States The Blinc Group Full time
Job Overview

The Blinc Group, a leading designer, developer, and supplier of premium vaping hardware to the legal cannabis industry, is seeking a skilled Customer Success Manager to join their team.

This role focuses on building strong relationships with customers, addressing their concerns and questions, providing product information and technical support, and acting as a backup support for sales functions to maintain exceptional client response times.

Key Responsibilities
  • Develop and maintain strong relationships with key accounts, serving as a day-to-day contact and building trust and rapport with salespeople and clients.
  • Collaborate with cross-functional teams to ensure seamless new client onboarding processes.
  • Provide product education and onboarding for new clients, ensuring they have a comprehensive understanding of our products and services.
  • Organize meetings and contacts for DMA visits, facilitating effective communication and collaboration.
  • Lead Quarterly Business Reviews (QBRs) with assigned accounts, driving business growth and identifying opportunities for improvement.
  • Resolve non-conformances from a client perspective, bridging communication between internal resources and clients.
  • Facilitate interaction and workflow between internal resources and sales teams, ensuring efficient information flow and timely deliverables.
  • Collaborate with team members to provide regular updates and insights in client meetings.
  • Provide weekly reporting of open S.O. in ASANA and offer updates on client progress.
  • Offer order status updates to clients, ensuring transparency and clear communication.
  • Develop reports for Sales, Marketing, and C-Suite stakeholders, providing valuable insights and data-driven recommendations.
  • Automate workflows and sections of the Sales and Production Process, streamlining operations and improving efficiency.
  • Contribute to the development of internal Standard Operating Procedures (SOPs), ensuring consistency and best practices across the organization.
  • Conduct market research and gather intelligence on prospective clients and competitors, informing business decisions and driving growth.
Requirements
  • 3+ years of customer service experience, with a proven track record of delivering exceptional results.
  • Excellent written and verbal communication skills, with the ability to effectively articulate complex ideas and concepts.
  • Cannabis industry knowledge and a deep understanding of the market trends and challenges.
  • Remote position with a preference for the East Coast or Midwest region, with the ability to work independently and collaboratively as part of a team.
  • Authorized to work in the United States, with a valid work visa or citizenship.
Qualifications
  • Proven work experience in a similar role, with a strong understanding of customer success principles and practices.
  • Experience promoting value through customer experience, with a focus on driving business growth and retention.
  • Ability to foster positive business relationships, with excellent interpersonal and communication skills.
  • Accountability and personal organization skills, with a strong attention to detail and ability to prioritize tasks effectively.
Benefits
  • Health Insurance (medical provided, plus affordable dental & vision available)
  • Unlimited PTO
  • Remote working options
  • Excellent company culture
  • Professional development in a budding industry

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