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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in client services delivery, data management, and customer relationship management within the regulated cannabis industry. Proficient in translating business needs into actionable insights and managing SaaS solutions in compliance with state regulations.
Highest-signal resume keywords
Client Services DeliveryData AnalysisSaaS Solution ManagementRegulated Cannabis Industry KnowledgeAgile Development Processes
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data VisualizationDatabase ExtractsSoftware CustomizationsConfiguration UpdatesTechnical Requirements Analysis
Soft Skills
CommunicationCustomer Relationship ManagementProblem SolvingCollaborationCustomer Feedback Management
Tools & Technologies
SFDCSharePointMetrc
Industry Keywords
Cannabis IndustryGovernment PoliciesRegulatory ComplianceCustomer SatisfactionAccount Management
Tech Stack
Tools & technologiesSFDC
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 18 months experience in a development or configuration environment utilizing agile development processes
- 12 months experience managing and performing activities related to technical and business requirements in support of a SaaS solution
- 24 months experience delivering software customizations, configuration updates, or developing database extracts and reports
- Experience translating customer business needs into actionable data insights
- Experience analyzing data to ensure business needs and technical requirements are met
- Experience managing delivery of mission-critical services to customers
- Preferred experience with government projects
- Preferred background in regulated cannabis industry and government policies
- Candidates must live within the state of California
- May require travel ranging up to 50% of work time
- Ability to work in a remote environment and frequently sit, talk, hear, operate equipment, read technical information, and use a keyboard and mouse
Benefits
Comp & perks- Fully remote work environment
- Travel opportunities, potentially up to 50% of work time
- Equal employment opportunity and consideration for advancement
- Reasonable accommodation for individuals with disabilities