About LeafLink

LeafLink is a SaaS marketplace that provides licensed cannabis dispensaries the ability to order from their favorite brands, as well as a suite of software tools for those brands to manage their operations and scale.

With over 3,000+ dispensaries and more than 1,000+ leading brands in 19 states and territories, LeafLink is setting the industry standard for how cannabis brands and retailers work together.

Our team, backed by funding from leading VC’s, is poised to define the cannabis wholesale market. LeafLink was also named one of Fast Company’s ’Top 10 Most Innovative Companies in Enterprise for 2018, joining the ranks of Amazon, Slack, and VMWare and we are hungry for more!

The Role

LeafLink seeks a Client Experience Manager to join our growing team. You will work directly with our clients, our Customer Experience team, and various internal teams to support our customers, grow the LeafLink network, and evolve our platform.

Your number one responsibility day-in and day-out is to delight our customers. You will serve as the subject matter expert, advising your accounts on best practices for leveraging LeafLink to grow their businesses. You will provide strategic guidance that reflects best practices, technical expertise, and industry acumen. You will reflect LeafLink’s core values in all of your customer interactions.  

This role is highly collaborative. You will be working cross-functionally. You need to be an excellent communicator and proactive self-starter who is comfortable with change, enjoys a fast pace, and can juggle many tasks and deadlines.

Responsibilities: 

• Become a LeafLink platform expert, training new clients on the software and staying up to date on the latest features and functionality
• Maintain a deep understanding of the client experience by building close relationships with clients, providing strategic support to help them grow their programs, and identifying and resolving potential issues before they become problems
• Interact with clients via email, phone, and chat to help solve software issues and maintain internal notes about those issues in Salesforce
• Work directly with LeafLink’s Engineering team to address client needs, prioritizing customer issues and providing sufficient background information for technical resolution
• Identify new growth opportunities in existing accounts, working cross-functionally to find and create increased revenue streams
• Build out client accounts with accurate product information and settings (data entry)

Qualifications:

• 3+ years of sales and/or client management experience, ideally in the cannabis industry and/or a startup environment
• 3+ years communicating technical software solutions with non-technical end users
• 3+ years of experience providing QA support to an engineering/product team
• 3+ years of experience training clients on a SaaS software solution, with strong presentation skills and ability to lead a group of individuals through a software demonstration
• Experience in conflict resolution techniques
• Track record of building and maintaining strong, long-lasting customer relationships virtually and through site visits to ensure maximum client success

Benefits:

• Generous PTO
• Fun office environment
• Competitive salary
• Benefit Matching (medical, dental, vision)
• 401k Offered
• Stock options
• Team events