Customer Success Manager / Senior Programmer (California Resident)

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 CSM – CA Senior Programmer, 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

This position will participate in client services delivery for state and Metrc-defined strategic efforts and deliverables; collaborate with developers, product owners, and the Metrc Data team in handling and interpreting requirements and defects; create and refine process documentation, user documentation, and testing documentation; create and refine data outputs and visualizations in a variety of formats; and manage client services in data delivery, contract documentation, testing, and other operational areas.

KEY RESPONSIBILITIES

Key duties and responsibilities include the following:

• Embodies Metrc’s Core Values.
• Lead cannabis industry outreach and local jurisdictional customer management for California’s local team.
• Foster strong client-agency and customer relationships through frequent communication, a thorough understanding of the Metrc system and state regulations, alignment to customer goals and initiatives, and regular productive meetings.
• Support customer onboarding, training, enablement, adoption, and account management activities by ensuring customers have the resources, education, and support needed to successfully use Metrc products and services.
• Help customers understand Metrc capabilities, product benefits, released features, roadmap direction, and opportunities to improve product usage, value recognition, and outcomes.
• Monitor customer-related trends, including customer satisfaction, product usage, support activity, adoption indicators, risk metrics, and account risks; use data to provide proactive insights, guide customer conversations, and help prevent issues.
• Support customer retention, account renewal, account growth, and upsell/cross-sell opportunities by demonstrating continued product value and coordinating with internal stakeholders as needed.
• Capture, synthesize, and communicate customer feedback, risks, opportunities, and new product ideas to Product, Support, leadership, and other internal stakeholders while serving as a voice of the customer within Metrc.
• Support customer escalations and issue resolution by coordinating internal resources, partnering with internal departments, tracking resolution progress, escalating when appropriate, communicating timely updates, and identifying areas for improvement.
• Align and coordinate Customer Success activities with Product, Support, Finance, Legal, Government Affairs, Implementation, Marketing, Training, and other internal teams to ensure customer needs, risks, deliverables, commitments, and client-agency requests are clearly understood and addressed.
• Maintain accurate documentation of state-specific system information, related processes, customer updates, risks, action items, milestones, issue-resolution status, customer profiles, implementation plans, and outcomes in SFDC, SharePoint, and other required systems.
• Support preparation and delivery of QBRs, annual business reviews, customer meetings, onsite visits, webinars, monthly and quarterly reports, and in-person or virtual trainings to ensure messaging, materials, and customer objectives are aligned.
• Organize internal teams to support commercial activities such as price increases, contract extensions, upcoming procurements, and related customer communications.
• Participate in special events as a Metrc subject matter expert.
• Assist with quality assurance and quality control for California’s local team.
• Assist state technical team in managing data tools and assets.
• Maintain awareness of customer operating environments, regulatory considerations, competitive landscape, relevant laws and regulations, and state-specific adoption needs to support customer engagement, implementation, onboarding, feature adoption, and related methodologies.
• May perform other additional duties and responsibilities as assigned.