Manager of Client Engagement

Hiring Manager: John Morgan
Department: Client Engagement
Job Type: Full Time
Pay Type: Salary + Bonus
Benefits: Eligible
Job Location: Remote
Travel Requirement: 0%-9%
Starting Pay Range: $70K-$79K + bonus

The Manager of Client Engagement is responsible for managing the life cycle of an account from onboarding, through training and ongoing service, and occasionally to offboarding. This means the role is tasked with both education and engagement, and challenged to maintain satisfaction over the length of the relationship. Accountability for the position is established via traditional client engagement metrics. This is currently a remote position, but we are looking for people who live in Colorado and can attend in-person company events and meetings in Denver.

Responsibilities

Build the team and department for scale

  • Manage playbooks for key client interactions (e.g., onboarding, training, upgrades, etc.)
  • Achieve benchmarks for client success
  • Improve department onboarding process, training manual
  • Recruit and train a high-performing team
  • Upsell additional features and products to existing clients
  • Educate clients on compliance best practices

Actively contribute as a member of the leadership team

  • Proactively and consistently collect client feedback, and use that feedback to guide the development of our products and services
  • Report progress, share successes and challenges
  • Participate in networking events to drive new business through client referrals and advocacy

Own key metrics

  • Numbers of clients and locations, MRR
  • Subscription management: renewals, cancellations, failed charges
  • Define and track measures of churn, user engagement and satisfaction

Skills

  • Strong research and strategic analysis skills
  • Excellent verbal and written communication skills
  • Proficient with Google Workplace and related programs
  • Proficient with standard CRM systems (e.g., SalesForce, Hubspot, Streak, etc.)

Required/Desired Qualifications

  • Bachelor’s degree
  • 2-3 years of client engagement experience, preferably SaaS
  • 2-3 years experience in the cannabis industry
  • 1-2 years management experience
  • Experience in regulatory compliance, startups a plus
  • Colorado residency required
  • Must be able to pass a background check

Apply for this position

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