Implementation Specialist

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. As the Implementation Specialist, 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

As an Implementation Specialist, you will play a pivotal role in the success of Metrc’s Retail ID product offering and optimization of our cloud-based platform to align with our company's needs and the evolving expectations of our clients. This position requires a unique blend of technical proficiency, keen analytical skills, and a collaborative spirit to effectively engage with various internal teams and external partners.

KEY RESPONSIBILITIES

Core duties and responsibilities include the following: 

• Guide clients through the onboarding process, including system setup, configuration, integration, and data migration as needed 
• Work closely with clients to understand their unique requirements and implement our solution to meet their needs and ensure seamless integration with their existing platforms
• Serve as the main point of contact for our clients throughout the implementation process. Coordinate with internal teams, such as product and support, to address client needs and ensure timely resolution of issues
• Ongoing collaboration with cross-functional teams to understand business requirements and translate them into implementation processes
• Identify areas for improvement in the product or implementation process based on client feedback. This might involve collaborating with the product development team to suggest enhancements or updates to the product 
• Assist in development of comprehensive documentation around implementation workflows and procedures for internal use and end-user guidance
• Keep detailed records of client interactions and feedback for future reference 
• Manage integrations with third party integrators, including technical support and SMEs as needed, to ensure smooth data exchange and functionality 
• Gather and analyze data on client usage patterns, implementation timelines, and support requests to provide insights into areas of strength and areas for improvement recommendations
• May perform other additional duties and responsibilities as assigned

QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES

Bachelor’s degree in a relevant field such as Computer Science, Information Systems, or a related information technology field; alternatively preferred. High School Diploma/GED with 3-5 years of related work experience may also be considered 

Previous experience in software implementation, technical customer support, program management or a related role is preferred

Previous experience with labeling software, printers, and related technologies is highly desirable. 

Industry Knowledge: Familiarity with the cannabis industry and its regulatory requirements, particularly in relation to labeling compliance, is advantageous; understanding of the specific challenges faced by cannabis businesses in this regard is preferred 

Problem-Solving Abilities: A proactive approach to problem-solving and the ability to think creatively to address client needs and challenges are essential 

TRAVEL 

This position will require frequent travel ranging from 5% to 25% of work time for Customer Implementations and Industry events

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• 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 accommodations 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.