Associate Customer Success Manager

GENERAL OVERVIEW

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. Successful candidates must be located in Southeast/Mid-Atlantic states (WV, MD, VA, NJ, OK, MO, LA, MS, AL preferred) 

Core duties and responsibilities include the following. Other duties may be assigned.

• Embodies Metrc’s Leadership Principles
• 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
• 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

QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES

• Two + Years working in Software
• College Degree or Equivalent Working Experience Outlined
• Preferred Experience with Customer Success or Support
• Preferred Background in Regulated Cannabis Industry and Government Policies
• Successful candidates must be located in Southeast/Mid-Atlantic states (WV, MD, VA, NJ, OK, MO, LA, MS, AL preferred)

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.
• Moderate travel, around 25%, may be required (based on business need). Travel is typically by company car and or commercial air carrier. Occasional evening and weekend work are required. Business travel will include meeting with client agencies at their offices and visiting cannabis business operators that grow, process, test, and sell cannabis products.