Associate Customer Success Manager

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 Associate Customer Success Manager, 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 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.

KEY RESPONSIBILITIES

Core duties and responsibilities include the following.

• 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 independent
• 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.