Opportunity:
Leaf Trade is a fast growing startup that is pioneering a wholesale ecommerce platform for the licensed cannabis industry.
The Head of Customer Success is primarily responsible for onboarding/implementation, educating, and supporting our clients on a national level from the moment a client decides they want to use Leaf Trade, guiding them every step of the way to ensure they get the most value from our product. The Head of Customer Success is responsible for working directly with clients to help them get started and grow in using Leaf Trade, answer product questions, track user feedback, report and escalate issues to engineers, and act as the bridge between our clients and development team.You will have an opportunity to grow quickly alongside us within the company.
Responsibilities:
-Become an expert about how Leaf Trade works and its capabilities
-Communicate efficiently and effectively with our clients through various methods - includes emails, messaging platforms, screen shares, and phone calls
-Own the client onboarding process
-Prepare and give demonstrations of the platform, articulating key benefits
-Lead discovery sessions with potential clients to understand their processes and pain points
-Work with clients to gather and organize data and materials required for account creation
-Serve as an advisor to existing clients to help them fully utilize Leaf Trade to solve their problems
-Perform ongoing client training via webinars or onsite visits
-Research, analyze, develop, and recommend processes and procedures to improve the client's overall experience
-Provide second level technical support if necessary
-Gather feedback from clients to support product development
-Serve as primary support contact
-Ensure that all clients have a great experience with the product by making sure the product is as easy to use, reliable, bug-free, and fast as possible
-Work directly with the development team to identify current issues and, synthesizing the diverse feedback you hear from our clients, offer informed opinions on potential solutions
-Influence the direction of Leaf Trade on a product level
-Manage the collection of help center articles
-Determine what articles need to be created (or which existing ones need to be updated) for releases
-Organize and title articles to optimize search
-Manage publication of feature release notes to relevant user groups
-Create automated campaigns for relevant updates
-Prepare the foundation for the customer success team
-Supervise and mentor junior team members
-Be on the lookout for additional talent to expand the team
-Develop and implement new internal processes as the company scales
-We like independent thinkers with user empathy who believe in our goal to build a uniquely impactful, pioneering tech company.
Qualifications:
-3 to 5 years experience in a similar role (e.g. account manager, customer support manager, etc)
-Proven communication, writing, and organizational skills
-The ability to explain complex topics in easy to understand and concise language [English]
-Passion for talking to customers all day, every day
-Great problem-solving abilities
-The ability to rapidly switch gears while retaining focus on the bigger picture
-Eagerness and the will to learn and improve upon your own skills
-Makes timely touch points internally/externally when prompted (phone, email, Slack, Intercom, etc.)
-Documents everything promptly (processes, client feedback, meeting notes, etc.)
-Ambition to grow into bigger roles within the company
-A genuine enjoyment of technology
-An understanding of internet culture
Bonus skills & attributes:
-Strongly prefer existing experience using Intercom to communicate with end users
-Knowledge of the cannabis industry
-Basic understanding of web technologies (HTML, CSS, JavaScript, APIs)
Benefits
-Competitive salary and meaningful equity
-Health insurance
-Vacation days, sick days, and corporate holidays
-Gym membership
-Opportunity to grow quickly within the company
About Leaf Trade
Leaf Trade is the leading B2B marketplace between licensed wholesalers of cannabis products and dispensaries in the highly regulated cannabis markets. Leaf Trade streamlines order management and fulfillment by providing a CRM, essential integrations, and other enterprise tools that save time and help grow cannabis businesses.
Job Type: Full-time
Salary: $50,000.00 to $80,000.00 /year
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