Premier Support Lead, Named Accounts

ABOUT METRC

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. 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 Premier Support Lead, Named Accounts is a senior, high-touch support role responsible for the end-to-end support experience of Metrc's most strategically important customers. These are the named accounts whose adoption trajectory, operational continuity, and executive visibility carry the highest weight for Metrc's growth and reputation in the market.

This role serves as the single point of contact for support across an assigned portfolio of named strategic accounts. It is not an account management or relationship management function. It is a senior support function, and the distinction matters. This person owns case resolution, internal coordination, and escalation routing. They shepherd complex issues through the right channels, whether Tier 2, Product, or Solutions Engineering, without losing ownership or momentum along the way. They also serve as the internal point of contact when Metrc's senior leadership needs a real-time, credible read on how a strategic account is being supported.

The Premier Support Lead, Named Accounts operates at the intersection of technical depth and executive presence. They need to be fluent enough in the product to engage credibly with sophisticated operators and their technical teams, and senior enough to handle support requests that originate from or escalate to customer-side leadership. This is a high-visibility, high-ownership role designed for someone who can hold complexity without losing clarity, and who understands that for these accounts, the quality of the support experience is inseparable from the strength of the Metrc relationship.

KEY RESPONSIBILITIES

Core duties and responsibilities include the following: 

· Serve as the single point of contact for support across an assigned portfolio of named strategic accounts, owning the full support experience from initial case intake through resolution.

· Provide white-glove support to named accounts, responding with urgency, maintaining proactive communication, and ensuring customers never have to chase status on an open issue.

· Shepherd general cases through the standard support funnel, ensuring proper documentation, routing, and resolution without creating parallel workflows or informal communication paths.

· Identify and escalate complex, technically ambiguous, or high-risk cases to the appropriate internal team, whether Tier 2, Product, or Solutions Engineering, with full context and documentation intact.

· Act as the designated support contact for director-level and above contacts within named accounts. These are large, multi-state operators, and while the standard support process governs day-to-day case flow, this role provides a senior, named point of contact for leadership-level questions, concerns, and escalations.

· Serve as the internal point of contact when Metrc's CEO, SLT, or other senior stakeholders need a credible, real-time read on the status of a named account. Produce clear, accurate account-level readouts as needed.

· Champion prioritization of issues affecting named accounts across Support, Enablement, and Product, ensuring the right teams are aware of and acting on the needs of Metrc's most strategically important customers.

· Ensure complete, accurate, and current case documentation exists in Salesforce for all named account activity. For cases this role directly manages, own that documentation. For cases managed by other Support team members, ensure documentation standards are met and that every action, communication, and decision is captured within the standard workflow.

· Identify patterns and recurring issues across named accounts and surface those findings as structured input into Voice of the Customer, contributing to product improvement and enablement decisions.

· Coordinate with CSMs and ELT contacts who have relationships with named accounts, serving as the sanctioned channel through which those relationships connect to Support, without bypassing or duplicating the standard workflow.

· Monitor account health across the named portfolio, identifying early indicators of friction, dissatisfaction, or adoption risk and acting on them proactively before they become escalations.

· Contribute to the development of the tiered support model, documenting what works, identifying gaps, and providing ground-level input that informs how this model scales across the broader customer base.

· May perform additional duties and responsibilities as assigned.

QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES

· Bachelor's degree or equivalent practical experience. Candidates with demonstrated experience in senior support or customer-facing roles will be considered regardless of formal education.

· Minimum of 4 to 6 years of experience in B2B customer support, with at least 2 years in a senior individual contributor capacity supporting named, enterprise, or strategic accounts.

· Prior experience in a premium, tiered, or white-glove support model strongly preferred. Familiarity with the operational structure of named account support is a meaningful advantage.

· Demonstrated ability to manage support relationships with director-level and above contacts at customer organizations, including multi-site or multi-state operators.

· Strong technical aptitude. Must be able to engage credibly with technically sophisticated customers and internal product and engineering teams without requiring interpretation. Prior experience with compliance technology, SaaS platforms, or regulated industries preferred.

· Proven escalation judgment. Able to distinguish between cases that require routing, cases that require advocacy, and cases that require immediate escalation, and act on that judgment without requiring direction.

· Excellent communication skills across audiences. Equally comfortable producing a concise internal readout for senior Metrc leadership and managing a tense support conversation with a customer executive.

· Proficiency in Salesforce CRM or equivalent customer relationship management systems required.

· Strong organizational skills with the ability to manage multiple named accounts simultaneously, each with distinct needs, histories, and internal stakeholder maps.

· High degree of ownership and initiative. This role operates with significant autonomy and requires someone who identifies what needs to happen and acts without waiting to be told.

· Ability to work remotely with discipline and reliability.

TRAVEL 

This position will require frequent travel up to 25% of work time. For example, travel might include:

o Customer Implementations and Industry Events.

PHYSICAL DEMANDS AND WORK ENVIRONMENT[MG1] 

· Remote position

· 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.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Metrc is an Equal Opportunity Employer, and all qualified applicants and team members will be considered for employment and advancement without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, marital status, disability, genetic information, military or veteran status or any other characteristic protected by federal, state or local law. 

[MG1]Need to add in ability to travel as needed for Customer Implementations and Industry Events (I dont want to put a hard limit on travel as it should be as needed). If we have to put a number maybe up to 25% of time traveling