VP, Customer Success Management (California)

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 the VP, Customer Success Management, 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 lead client services delivery for state- and Metrc-defined strategic efforts and deliverables; collaborate with developers, technical leads, and product managers in handling and interpreting requirements and defects; create and manage organizational change in implementing new processes; define strategic data needs and work with local Metrc team and Metrc data team in planning and delivering solutions; deliver training on subject matter topics when necessary to meet client and internal objectives; and manage client services in system enhancements, data delivery, contract documentation, testing, and other operational areas.

KEY RESPONSIBILITIES

Core duties and responsibilities include the following.

· Lead California’s local Metrc team in delivering services to meet client objectives

· Foster client-agency relationships through frequent communication of updates, a thorough understanding of the Metrc system and State regulations, and regular productive meetings with the client-agency

· Coordinate with internal Metrc departments to provide resources to fulfill client agency requests

· Brief and advise Metrc senior and executive leadership on California operations and strategic considerations

· Identify deficiencies in operational processes and address solutions

· Participate in special events as California’s Metrc lead

· Lead one or more multi-disciplinary Agile delivery teams to deliver products and/or iterations to existing products to meet user needs.

· Participate in project risk and issue management activity throughout the project lifecycle as needed.

· Deliver all contract deliverables in alignment with the approved work authorizations.

· Develop and maintain Maintenance & Operations Plan, and execute delivery of services to support all M&O activities.

· May perform other additional duties and responsibilities as assigned.