Cannabis Customer Success Manager Retail Solutions Jobs

Why Fyllo
At Fyllo we are on a mission to accelerate the economies of tomorrow. What does that mean? Our technology platform enables high-growth companies to reach and understand consumers, activate marketing and loyalty programs across multiple channels, and navigate today's ever-changing regulatory landscape.
We have created the world's largest data marketplace of cannabis and CBD purchase data along with a market-leading regulatory database that is used by Fortune 500 companies and emerging brands in highly-regulated industries like cannabis, crypto, short term rentals and more.
Having been founded in 2019, we have closed our Series C and raised 100 million to date. 2022 has proved to be another big year with our acquisition of Semasio based in the EU, so that together we will continue to grow our footprint globally. Semasio is a Unified Targeting provider that enables digital advertising professionals to reach their target audience by seamlessly combining audience, contextual and brand fit solutions into one targeting strategy. If you are someone who has a bias to act and believes in having more fun together, then read on!

The Role:
Fyllo is looking for a motivated self-starter to quarterback the client-facing relationship post-sale for Fyllo's Retail Solutions platform. The Fyllo platform provides innovative solutions for cannabis dispensaries to increase revenue and customer loyalty. The Customer Success Manager will ensure superior client service through account management, relationship development, client retention, and upsell efforts. This position is responsible for delivering excellent customer service and support.
The Customer Success Manager will partner with several internal teams including the Sales, Marketing, and Product arms.
This is a perfect opportunity for someone who loves working in fast-paced startup environments and wants to help blaze the trail for future growth. Reporting to the Sr. Director Customer Success, Retail Solutions, this position requires dynamic, strategic, and quantitative thinking.
Responsibilities

• Drive adoption of the Fyllo platform as the premiere loyalty solution in market
• Serve as the main point of contact on all client-related deliverables (training, onboarding, support) for both internal and external audiences
• Develop and cultivate relationships with clients as a consultant to their business
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
• Train customers to be Fyllo experts and train their teams on the benefits of the platform to increase usage
• Build customer onboarding assets and work with product marketing to create and refine training materials
• Identify opportunities to maximize customer value both during and after the onboarding experience via new and innovative methods you test and show success with
• Work cross-functionally to identify and implement processes to scale the onboarding and servicing of accounts, from pre-sales through implementation
• Develop processes to improve current customer experience by identifying opportunities to drive efficiencies and standardization
• Monitor and analyze customer usage data, health indicators, renewal dates, and growth opportunities and translate into strategies for success
• Identify common customer challenges and actively suggest better solutions
• Collaborate effectively with the Sales, Marketing, & Product functions
• Work directly with product to become fluent in new features, capabilities and/or troubleshoot client account issues

Preferred Qualifications

• BA/BS Degree
• 3-5 years of client-facing experience required
• Expertise in loyalty solutions or a SAAS platform a plus
• Excellent organizational, interpersonal, presentation, and communication skills (written and verbal). Thrive by building trust and communicating effectively with a broad range of stakeholders, from C-Suite to day-to-day platform users
• Prior experience managing a book of high-value customer relationships in post-sales or deployment services
• Self-motivated, proactive team player.
• Driven, process-oriented person. Ability to manage multiple tasks and effectively prioritize various requests and responsibilities. Able to wear multiple hats and shift from customer outreach to product demos to feature updates with products.
• Customer-centric at your core with the ability to look at situations from the lens of a client.
• Proactive and positive attitude, always willing to collaborate with team members and colleagues
• Strong troubleshooting and problem-solving abilities
• Outstanding computer skills including strong knowledge of Microsoft Office, Salesforce, and Google Drive
• Thrive in fast-paced, dynamic working environments
• Naturally curious with a continuous desire to grow current knowledge base and learn more
• Possess a genuine interest in Fyllo's mission to help the world realize the full potential of cannabis

Perks & Benefits

• Unlimited PTO
• Monthly mobile stipend
• Home office stipend
• 401K matching
• Hybrid or remote work schedule
• Blue Cross Blue Shield medical coverage
• Dental & vision insurance
• Parental leave
• Pre-tax commuter programs
• Learning & development programs

Next Steps
Our Recruiting team would love to connect with you! If your interests and experience are aligned with a current open role, one of our Recruiters will arrange a 30 minute introductory call with you. Following, depending on the role, there will either be a 60 min technical interview or a 30 min intro call with the Hiring Manager. Assuming all goes well, we will then set you up to speak with potential peers from your team and/or cross functional teams, with each call being 30 min.
Some of our positions do require at home assessments, or additional live Codepairs. On average, from initial Recruiter Screen to Offer, takes 2 weeks we like to move fast across our business : ) We understand the hectic lives we all lead and appreciate you taking the time to meet with us in pursuing opportunities with the FylloFam. Thank you!

Job Type: Full-time

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