Metrc

Software Engineer

• Participate in client services delivery for state and Metrc-defined strategic efforts and deliverables
• Collaborate with developers, product owners, and the Metrc Data team on requirements and defects
• Create and refine process, user, and testing documentation
• Create and refine data outputs and visualizations in various formats
• Manage client services in data delivery, contract documentation, testing, and operational areas
• Lead cannabis industry outreach and local jurisdictional customer management for California’s local team
• Foster client-agency and customer relationships through communication, system and regulatory knowledge, customer-goal alignment, and productive meetings
• Support customer onboarding, training, enablement, adoption, and account management
• Explain Metrc capabilities, product benefits, released features, roadmap direction, and product-usage opportunities
• Monitor customer satisfaction, product usage, support activity, adoption indicators, risk metrics, and account risks; provide proactive insights
• Support retention, renewals, account growth, and upsell/cross-sell opportunities
• Capture and communicate customer feedback, risks, opportunities, and product ideas to internal stakeholders
• Support escalations and issue resolution by coordinating resources, tracking progress, escalating appropriately, and communicating updates
• Coordinate Customer Success activities with Product, Support, Finance, Legal, Government Affairs, Implementation, Marketing, Training, and other teams
• Maintain state-specific system, process, customer, risk, milestone, implementation, and outcome documentation in SFDC, SharePoint, and other systems
• Support QBRs, business reviews, customer meetings, onsite visits, webinars, reports, and trainings
• Organize internal teams for price increases, contract extensions, procurements, and 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 the state technical team in managing data tools and assets
• Maintain awareness of customer environments, regulations, laws, competitive landscape, and state-specific adoption needs
• Perform other duties as assigned

Senior Programmer – CSM, CA

Customer Success Manager

• Develop and maintain existing customer relationships
• Lead customers to full adoption and absorption of Metrc products
• Proactively support a variety of customers through strategic account planning and customer success issue resolution
• Collaborate with Sales, Marketing, GA/EABD, Support, Product, and Finance
• Partner with Customer Success Managers and Regional Customer Success Directors
• Complete relevant training and develop product, industry, and company knowledge
• Address customer needs and challenges proactively and resolve issues independently
• Conduct training sessions and product demonstrations with CSM and product teams
• Contribute to QBR decks and monthly reports with insights and analysis
• Manage 1–2 small markets independently as primary customer contact
• Support customer calls and meetings
• Relay customer feedback and the voice of the customer to internal teams
• Build relationships with assigned customers and provide consultative support
• Capture customer feedback and report requests to Product Management and Development
• Manage time to support customer satisfaction, account renewal, and account growth
• Facilitate information gathering and documentation
• Update and manage deliverables
• Learn to facilitate virtual and in-person product demos and trainings
• Assist in developing messaging, communication materials, training details, and release notes
• Perform additional duties as assigned

Associate Customer Success Manager

Support Engineer

• Serve as the escalation point within Support for complex system and API issues
• Use log analysis, database queries, API testing, and scripting to diagnose root causes
• Investigate and troubleshoot .NET (C#) and/or Node.js applications
• Review logs, trace application behavior, and reproduce defects in lower environments
• Create and manage detailed JIRA tickets with reproduction steps, logs, technical findings, and recommended fixes
• Write scripts and tooling to automate repetitive troubleshooting and reduce time-to-resolution
• Identify recurring issue patterns and drive permanent code-based solutions
• Build and maintain internal support automation, diagnostic tools, and workflow improvements
• Communicate status updates, timelines, workarounds, and resolutions to end users and stakeholders
• Create and maintain troubleshooting guides, runbooks, and knowledge base articles
• Perform other duties and responsibilities as assigned

Senior Programmer – CSM, CA

Associate Customer Success Manager

Technical Support Engineer