Cannabis Svp Customer Experience Jobs

Description:

About Us

We are a high-growth technology company helping cannabis regulators govern their industry’s supply chain. We provide the system and tags that track products from seed to sale – and everything in between harvest, manufacture, testing, and transportation. We work with regulators to help monitor the industry, make sense of the vast amount of data in our system, and ensure public safety through product tracing and investigation support. Our goal is to make the legal cannabis industry safer and more transparent for everyone.

About the Role

The Senior Vice President of Customer Experience is primarily responsible for facilitating the ownership of customer experience excellence throughout the company. This role sets the strategic vision and innovative approach to successfully lead critical customer-facing teams including our Customer Support, Training, and Provisioning Teams. This position plays a few roles in driving customer goals and business transformation by ensuring the engagement, success, retention, and growth of the organization’s customers.

About You - QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES

• Bachelor’s degree to the equivalent combination of education and experience is required
• At least have 10 years of industry experience including three years in upper management
• Experience building and managing large Customer Experience/Success and/or Professional Services teams in a fast-paced, dynamic environment
• Ability to interface at the senior and executive level in a corporate setting
• Proven ability to identify, engage and influence senior leadership and customers
• Strong customer advocate with the ability and willingness to engage directly with customers
• Track record of developing and mentoring great talent, and building and motivating high achieving teams
• Ability to balance internal services, external partners, and how to use both effectively to support customers and grow quickly
• Must have professional acumen and established credibility
• Strong supervisory and leadership skills
• Strong verbal and written communication skills
• Displays orientation to profitability
• Demonstrates knowledge of market and competition
• Aligns work with strategic goals
• Demonstrated ability to successfully resolve situations that are not broadly defined, complex, diverse, and occasionally, unprecedented

. Requirements:

KEY RESPONSIBILITIES

• 100% on board with the company’s mission, vision, goals, and success metrics to drive passion for customers, customer success, and company products
• Establishes, implements, and communicates the strategic direction of the organization’s customer success experience initiatives including championing the systematic collection and application of customer experience insights for strategic advantage and growth
• Coordinates the various departments associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance, and customer touchpoints
• Establishes and rollouts the company’s customer experience roadmap for management and incremental sophistication as internal capabilities increase and external expectations evolve
• Ensures positive, mutually beneficial interactions between clients and internal teams by collecting data needed to make clear, focused decisions
• Serves as the company’s go-to person to strategize overcoming client issues
• Understands that customer experience insight are critical to building a strategy and using the data to outperform the competitor and build the company brand
• Centralize customer experience programs including customer research and analytics, customer relationship management and customer success, customer service, and business process improvement
• Works across multiple departments to ensure team members and leadership are aware of and dedicated to the goals of the customer experience
• Driving customer lifetime value by defining the customer journey, deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases
• Architect services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections
• Representing the voice of the customer and influencing internal stakeholders by promoting a customer-centric mindset across the organization
• Build a world-class training, support, and provisioning organizations to support customers for the full lifecycle of support needed
• Establishes and administers the department’s budget.
• Presents periodic performance reports and metrics to the senior leadership.
• Identifies training needs and ensures proper training is developed and provided.
• Support senior leadership design and prioritize metrics, objectives, and key results.
• Work with leadership from other departments to create and maintain strong collaboration across the organization to create efficiencies, identify opportunities, and successful achievement of this company’s core business goals and values.
• Designs and implements key corporate initiatives as assigned.
• Exemplify the organization’s core values as a key leader
• May perform other additional duties and responsibilities as assigned.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• In-office hybrid position
• This position will require significant travel
• Frequently required to sit
• Frequently required to talk or hear
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard and mouse.

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The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This company is proud to be an equal employment opportunity employer. This company is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity, and expression, or any other basis protected by federal, state or local law.

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