Account Manager

The Role

LeafLink seeks an Account Manager to join our growing team and work with cannabis companies across the country. You will work directly with our brand clients, Account Executives, and various internal teams to guide our customers’ success on LeafLink through the adoption of our marketplace and other essential business services and solutions. We’re looking for a strategic customer partner who excels at cultivating trusted relationships that unlock deeper engagement, accelerate adoption, and fuel sustainable growth. You will work with a cross-functional team to not only push customer engagement with LeafLink’s platform but to contribute to LeafLink’s overall success. You will also work with our retail enablement management team, partnering to deliver success in accounts specializing in the wholesale purchase, distribution, and B2C sales of cannabis products. As the voice of the customer for our brands, you will collect and share feedback with internal stakeholders, helping to shape the future strategy for the sell-side of LeafLink’s marketplace. You will also provide strategic guidance that reflects best practices, technical expertise, and industry acumen.

This role is highly collaborative. You are a good fit for this position if you are a proactive self-starter who is comfortable with change, enjoys a fast pace, is attentive to detail, an excellent communicator, and can juggle many tasks and deadlines without missing a step.

What You’ll be Doing 

• Serve as the key 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 revenue retention through strategic relationship management and client engagement, while identifying and capitalizing on cross-selling and upselling opportunities to expand service offerings, drive revenue growth, and enhance 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 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
• 3+ years of experience in a consultative customer-facing role, enterprise software or FinTech SaaS organization 
• 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 
• 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

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 health coverage (medical, dental, vision)
• Commuter Benefits through our Flexible Spending Account

LeafLink’s employee-centric culture has earned us a coveted spot on BuiltInNYC’s Best Places to Work for in 2021 list. Learn more about LeafLink’s history and the path to our First Billion in Wholesale Cannabis Orders here.