Account Manager, Brands

About LeafLink

The Role

What You'll be Doing

• Serve as the key Seller/Brand Account Management team member on your book of business, working together with Account Executives and other solution line specialists to grow the customer's adoption and loyalty across all aspects of the LeafLink platform
• Be a trusted LeafLink partner to your book of business and help your customers become successful by demonstrating the opportunities to improve efficiency and bring down costs through LeafLink's marketplace & financial service solutions
• Take accountability for the success of your LeafLink customers, their satisfaction, and the value they get from LeafLink's marketplace & financial service solutions by taking their perspective and business needs as priority
• Constantly strive to expand your clients' LeafLink usage and adoption through thoughtful outreach, training, customer check-ins, and meetings
• Proficient in cross-selling and upselling by effectively identifying and capitalizing on opportunities to offer additional services to retailers, resulting in increased revenue and enhanced customer satisfaction
• Develop and manage multi-layer relationships with the cannabis industry's largest sellers and brands, identifying potential new opportunities with partners and ensuring those relationships support key growth, monetization, and product initiatives of the company
• Strive to meet your quarterly goals comprising of customer engagement & adoption metrics and your cross-sell and upsell quotas
• Leverage data to identify gaps that retail clients may have in running their businesses as efficiently as possible on LeafLink, and act on providing solutions to help them improve
• Become a LeafLink platform expert, following all new product releases and identifying high-priority updates to customers
• Ensure client satisfaction and long-term loyalty, manage client expectations, and solicit and act on client feedback
• Contribute to standardized customer engagement sequences as the key member of the client's account team
• Work closely with our Sales, Marketing, Product, and Support teams to deliver exceptional client experiences and be the true voice of the retail marketplace solution & financial services customer.
• Track and follow up on high priority Product tickets to ensure timely resolution
• Track all retail customer updates, status changes, and touchpoints through Salesforce CRM
• Maximize usage of all Account Management tools to their full potential to support positive customer relationships
• Identify opportunities to improve our current processes, tools, reporting, and documentation
• Willingness to travel up to 25% of the time.

What You'll Bring to the Team

• Business degree or equivalent professional experience working directly with customers in an account management role is preferred but not required
• 3+ years of experience in a consultative customer-facing role, enterprise software or FinTech SaaS organization preferred but not required
• 2+ years communicating technical software solutions including feature demonstrations, functionality overviews, and best practice sharing with VIP, technical, and non-technical end users
• An understanding of the current landscape in the legalized Cannabis industry is preferred but not required if you're willing to learn
• Proficiency in operational payment cycles and inventory management
• Exceptional communication, interpersonal, and presentation skills
• Track record of building and maintaining strong customer relationships both virtually and in person
• Experience and skill in facilitating meetings with customers and users of various levels of professional seniority and technical skill, and experience
• You have a track record of achieving and exceeding your goals and targets
• Experienced problem solver and builder mindset with a strong ability to work cross-functionally to deliver real results
• You are a successful self-starter who can provide pioneering suggestions from your in-market experience and customer relationships
• You possess the ability to excel in a fast-paced startup, and you thrive in a dynamic environment that is constantly evolving and changing
• Proficient in Salesforce
• Preferred experience with Salesloft, Sigma, and/or other advanced analytics tools

LeafLink Perks & Benefits

• Flexible PTO - you're going to be working hard so enjoy time off with no cap!
• A robust stock option plan to give our employees a direct stake in LeafLink's success
• 5 Days of Volunteer Time Off (VTO) - giving back is important to us and we want our employees to prioritize cultivating a better community
• Competitive compensation and 401k
• Comprehensive healthcoverage (medical, dental, vision)
• Commuter Benefits through our Flexible Spending Account

LeafLink is the unified B2B cannabis platform, empowering thousands of licensed cannabis brands and retailers across North America with the tools and technology they need to streamline ordering, payments, and logistics.