Customer Success Manager

The Blinc Group - a leading designer, developer, and supplier of premium vaping hardware to the legal cannabis industry - has an opening for a Customer Success Manager.

The Blinc Group’s Customer Success Manager is a strategic and supportive partner for our customers. This role focuses on customer relationship building, addressing customer concerns and questions, providing product information or technical support, and acting as backup support with sales functions while sales is in client-facing engagements for the purpose of maintaining exceptional client response times. While the Customer Success Manager works very closely with the Sales Team, they report to the Chief Executive Officer.

Responsibilities include but are not limited to:

• Serve as a day-to-day contact for assigned key accounts, building trust and rapport with salespeople and clients
• Work cross-functionally to follow and maintain the new client onboarding process
• Product education and product on-boarding for new clients
• Organize meetings and contacts for DMA visits
• Responsible for leading QBR with assigned accounts
• Take the lead in resolving non-conformances from a client perspective while bridging communication between internal resources and clients
• Facilitate interaction and workflow between internal resources and sales to ensure efficient flow of information and on-time deliverables
• Collaborate, problem-solve, and provide regular updates in client meetings with team members
• Weekly reporting of open S.O. in ASANA and provide updates.
• Provide order status updates to clients 
• Build reports for Sales, Marketing, and C-Suite
• Automate workflows and sections of the Sales and Production Process
• Contribute towards the development of internal SOPs
• Conduct market research and gather intelligence on prospective clients and competitors

Requirements

• 3+ years of customer service experience
• Excellent written and verbal communication skills
• Cannabis industry knowledge
• Remote position with a preference for the East Coast or Midwest region
• Only open to applicants authorized to work in the United States
  

Qualifications

• Proven work experience in a similar role
• Experience promoting value through customer experience
• Ability to foster positive business relationships
• Accountability and personal organization skills
• Meticulous attention to detail
  

Required software experience & skills

• G-Suite (GMail, GChat, Google Docs, Google Sheets)
• Hubspot - Intermediate or Advanced level knowledge
• Asana - Intermediate or advanced level knowledge

Benefits

• Health Insurance (medical provided, plus affordable dental & vision available)
• Unlimited PTO
• Remote working options
• Excellent company culture
• Professional development in a budding industry