Customer Success Manager (Govt)

Job Type

Full-time

Description

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 a Customer Success Manager you will have the opportunity to thrive in a fast-moving, fluid environment, and be passionate about implementing change, great presses and procedures in a commercial setting at a fast-growing technology company.

GENERAL OVERVIEW

The Customer Success Manager will provide leadership and guidance on the Metrc platform and future initiatives within the organization. This role will support projects that optimize inventory management processes across the organization's regulatory tracking platform and any future supply chain efforts. The position will work across the user community to define, qualify, and prioritize projects utilizing RFID technology.

The Customer Success Manager will lead and achieve operational excellence through the advancement of customer experience, leveraging an approach that considers all interdependent, interrelated processes that occur within our regulatory compliance systems. This role will have internal interaction with key management, support, technology, and operations within the company.

KEY RESPONSIBILITIES

Core duties and responsibilities include the following.

• Embodies Metrc’s Leadership Principles
• Successfully manage, maintain, and grow your Metrc State programs to a world-class standard.
• Foster client-agency relationships through frequent communication of updates, a thorough understanding of the Metrc system and State regulations, and regular productive meetings with the client-agency.
• Provide insight into general practices taken across all client agencies to allow for informed decisions on changes to the Metrc system.
• Generate documentation of State processes and requests for Custom Development Request (CDR), and communicate all updates in changes in status to the necessary parties
• Collaborate with the Product and Marketing departments to create messaging for the industry to effectively communicate changes in the system
• Deliver the required documentation and services during the implementation of a new program to ensure that the expected project schedule is met
• Coordinate internal Metrc departments to provide additional resources to client agency requests
• Monitor reported issues to ensure that all communication encourages compliant behavior
• Maintain oversight of Metrc environment configurations for client agencies
• Understand all current Metrc system offerings and / or identify resources to convey the Metrc system offerings for any scenario presented by a client-agency
• Demonstrate all Metrc system offerings to client agencies and / or licensed businesses using the platform.
• Maintain weekly, monthly, and quarterly reporting of the programs
• Maintain Teamwork project management site(s) or any future project management tool implemented
• Assist / coordinate meeting preparations and travel arrangements when traveling to our client agencies
• May perform other additional duties and responsibilities as assigned.

Requirements

QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES

TRAVEL

This position will require frequent travel ranging from 30% to 50% of work time. Occasional evening and weekend work are required

Business travel might 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

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.