[Hiring] Associate Customer Success Manager @Metrc LLC

Role Description

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. This role will proactively engage in the support of a variety of customers, including strategic account planning and customer success issue resolution. 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.

Key Responsibilities

• Embodies Metrc’s core values
• Live Metrc’s Core Values – Every day and all the time.
• 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.
• Exhibits a proactive approach in addressing customer needs and challenges, taking initiative to resolve issues independently.
• Conducts training sessions in partnership with CSM and product demonstrations effectively, contributing to customer success.
• Contributes to the creation of QBR decks and monthly reports, providing valuable insights and analysis.
• Meets KPIs consistently, such as customer satisfaction scores and retention rates.
• Ability to manage 1-2 small markets independently, serving as the primary point of contact for the customer.
• 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.
• May perform other additional duties and responsibilities as assigned.

Qualifications

• Two + Years working in Software
• College Degree or Equivalent Working Experience Outlined
• Preferred Experience with Customer Success or Support
• Preferred background in software demoing and training
• Public Speaking / Presentation
• Interpersonal / collaboration skills
• Preferred Background in Regulated Cannabis Industry and Government Policies

Requirements

• This position will require frequent travel ranging from 25% of work time.
• 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.

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.