Customer Success Manager

Denver, Colorado | Full-Time

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Are you ready to plant roots and grow with a Denver-based company that is making a name for themselves? If so, we here at Wurk want to meet you! Wurk is the cannabis industry’s first all-in-one workforce management solution. We’ve created a dynamic system to manage payroll, HR, timekeeping, and tax compliance, streamlining operations and minimizing regulatory risk. Our responsibility is to protect the people and businesses of the cannabis industry so they can focus their energies on making social change in the world in which we live.
 

The Wurk Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. The Customer Success Manager role begins during the sales process and provides value to the customer through the onboarding process (implementation and training), and the transition from onboarding to Customer Support.

What We're Looking For

  • Strong leadership skills and communication abilities, both customer-facing and internal.
  • Ability to work with cross-functional teams (Sales, Product, Marketing, Implementation, Training, and Support teams).
  • Strict self-disciplined and process oriented professional.
  • Bachelor’s degree required.

What You'll Do

  • Partner with Wurk Customers to deliver an outstanding customer experience by utilizing the Wurk platform to drive operational efficiency and compliance for their cannabis business.
  • Deliver and communicate ROI for Wurk Customers throughout the customer lifecycle.
  • Act as a trusted partner for the customer on use-case and product functionality.
  • Quarterback the customer journey by working cross-departmentally to ensure the client experience is satisfactory, leading to increased customer retention.
  • Understand customer outcomes by communicating with customers, analyzing customer health metrics, and gathering feedback from customer experience to be shared internally to improve the customer experience.
  • Represent the voice of the customer to provide input into the marketing and sales process, product, and internal process improvement.
  • Collaborate closely with sales team members to support renewals and expansion opportunities.
  • Act as a POC for customer escalations throughout the customer journey.
  • Advise Implementation team on ways to improve the customer onboarding experience as it relates to:
  • Customer communication channels and customer contacts
  • Project plan transparency
  • Customer data requirements
  • Customer time requirements
  • Configuration requests
  • Data Validation deadlines
  • Customer internal communication
  • Customer Training
  • Customer Transition from Implementation to Support
  • Closing our customer projects through QA Validation
  • Close involvement with the customer from the “Verbal Commitment” stage through the Customer’s transition to support, attending weekly implementation status calls, compliance calls, internal Project Management meetings, and customer trainings.

The First 30 Days

  • Introduction to all enterprise client contacts
  • Attendance on Mid-Market and Enterprise external customer Implementation Status Call meetings
  • Attendance on all internal prep/strategy Mid-Market and Enterprise implementation meetings related to:
  • Internal Hand Offs from Sales > Implementation
  • Internal Implementation Kick off call preparation
  • Weekly and/or Daily Check-in meetings with VP of Customer Success

What’s in it for you?

Work with one of the most amazing tech start-ups the industry has ever seen and be a part of an incredible team that’s going places and leading the industry.

  • Apply your technical, project, and problem-solving skills to an evolving market
  • Collaborate with bright, fun, and goal-oriented teams in an open and lively environment
  • Reap the benefits of flexible PTO, and access to exciting industry events
  • Cell Phone Reimbursement
  • Dog-Friendly Workspace
  • Eligible to receive equity in Company
  • 1 Month Sabbatical after 4 years of employment
  • $300 Annual Fitness Stipend

 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Wurk is an Equal Opportunity Employer. Wurk does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

 

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