Customer Success Representative

Job Description

Posted on: 
Jan 12, 2022

Customer Success Representative

Overview:

The Customer Success team helps our customers be successful using Weedmaps to grow their business. We are looking for a Customer Success Representative to help scale in new markets while partnering with our customers to achieve their business outcomes, and demonstrate the value of Weedmaps. You will work with their teammates and clients to understand client goals and objectives, increase product adoption and usage, and identify solutions with the use of empathy and critical thinking skills. The right person will have a strong background in delivering solutions to meet client needs and using creativity to help our customers think outside the box.

The impact you'll make:

  • Develop and nurture SMB customer accounts and conduct seamless handoff to Large client services
  • Lead the onboarding and discovery phase with SMB customers to understand their business, its pain points, and its goals for using WM Business. Responsible for leading new WM Business clients through the onboarding program maintaining the consultative discovery process by understanding how the business currently operates and its pain points; enter detailed notes into our sales CRM.
  • Maintain a program of monthly (at a minimum) touch points with each client in your book to review their results on platform, conduct ongoing discovery to learn current priorities/goals, and discuss opportunities to improve their use of WM Business
  • During onboarding and beyond, responsible for continuously improving client maturity on the platform (e.g. best practices, live menu, product adoption, order volume, etc.)
  • Clearly translate a client’s actual or potential ad spend into return on ad spend (ROAS).
  • Collect and submit real time qualitative feedback from clients around opportunities to improve our products and process

What you've accomplished:

  • BS / BA Degree or equivalent experience
  • 3+ years experience in client success, technical support, sales, or other customer-facing roles.
    • Experience with Salesforce CRM preferred
    • Experience with digital advertising or B2B SaaS products preferred
  • Strong communication skills with clients by phone and video while handling difficult and strategic conversations
  • Familiarity and interest in digital media, sales, and operations with an interest in the cannabis industry
  • Comfort with, and ability to operate in an accelerated, iterative pace in a dynamic environment
  • Data-driven mindset with experience leveraging analytics, reports, and trends to increase product adoption and usage.Strong planning and organizational skills
  • Bilingual in Spanish is a plus

Our Benefits:

  • 100% paid employee monthly Medical, Dental and Vision premiums AND 80% paid dependent monthly premiums
    • HMO (California residents only) and PPO option offered through United Healthcare
  • Company-paid $50,000 in Basic Life/AD&D (Accidental Death and Dismemberment) coverage
  • 401(k) Retirement Plan: 100% match on the first 1%. 50% match from 2-6% of employee contributions
  • 3 weeks PTO (accrued) and 5 sick days (immediate)
  • Supplemental, voluntary benefits
    • Kindbody (family planning/fertility) including up to $10,000 towards cash-pay services
    • Goodly (Student Loan Repayment/529 Education Savings) including a company contribution of up to $1,000/year
    • Flexible Spending Accounts (Medical, Dependent, Transit and Parking)
    • Voluntary Life Insurance
    • Critical Illness
    • Accident Insurance
    • Short- and long-term disability
    • Pet Insurance
  • Paid parental leave
  • During current work-from-home:
    • Reimbursements for home office setup and monthly WiFi

Our Culture:

  • 11 company-paid holidays
  • Catered lunch and snacks provided when working in the office
    • Snack boxes sent straight to your door when you work-from-home
  • Casual work environment, read no fancy clothes required, but you are free to dress to the nines!
  • Monthly virtual happy hours
  • Quarterly all-hands meetings

Weedmaps is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability. We are looking for the smartest and most passionate people who want to join our team and develop the services, systems, and marketplaces that will serve the marijuana industry in the decades to come. Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify. Applicants may be entitled to reasonable accommodations under the terms of the ADA and state/local laws. Please inform us if you need assistance participating in the interview process.

About Weedmaps:

Founded in 2008, WM Technology is a leading technology and software infrastructure provider to the cannabis industry, comprising a B2C platform, Weedmaps, and B2B software, WM Business. The cloud-based SaaS solutions from WM Business provide an end-to-end operating system for cannabis retailers. WM Business’ tools support compliance with the complex, disparate, and constantly evolving regulations applicable to the cannabis industry. Through its website and mobile apps, WM Technology provides consumers with the latest information about cannabis retailers, brands, and products, facilitating product discovery and driving engagement with our retail and brand customers.

WM Technology holds a strong belief in the power of cannabis and the importance of enabling safe, legal access to consumers worldwide. Since inception, WM Technology has worked tirelessly, not only to become the most comprehensive platform for consumers, but to build the software solutions that power businesses compliantly in the space, to advocate for legalization, social equity, and licensing in many jurisdictions, and to facilitate further learning through partnering with subject matter experts on providing detailed, accurate information about the plant. Headquartered in Irvine, California, WM Technology supports remote work for all eligible employees. Visit us at www.weedmaps.com.

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