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.
