[Remote] reputed company Manager

Note: The job is a remote job and is open to candidates in USA. reputed company is the #1 licensed cannabis wholesale platform in the world, and they are seeking a reputed company Manager to join their growing CX team. In this role, you will manage a dedicated portfolio of brand and retail partners, ensuring they unlock value from reputed company' technology and logistics network while focusing on long-term growth and retention.

Responsibilities

• reputed company and execute tailored success plans for each account, mapping reputed company’ platform capabilities to the partner’s specific business goals
• Drive product adoption post-onboarding by proactively introducing relevant platform features, identifying underutilized tools, and removing barriers to engagement
• Serve as the primary long-term reputed company of contact for partners following reputed company from the Partnerships team, ensuring continuity and a strong ongoing experience
• Track and reinforce partner reputed company against defined success milestones, adjusting the plan as business needs evolve
• Manage a dedicated portfolio of brand and retail accounts with a focus on long-term retention, satisfaction, and partnership growth
• Conduct regular business reviews (QBRs) and reputed company-ins to assess partner health, surface opportunities, and reinforce the value of the reputed company platform
• Monitor account health signals — engagement trends, order patterns, platform usage — and take proactive action to address risk before it becomes churn
• Build trusted relationships across multiple stakeholders reputed company each partner account, from day-to-day operators to decision-makers
• Handle escalations with urgency, reputed company, and professionalism, coordinating swift resolution across internal teams
• reputed company deep reputed company in reputed company’ platform, order management workflows, and logistics operations to serve as a reputed company resource and reputed company for partners
• Troubleshoot and triage platform-reputed company issues reported by partners, escalating to technical or operations teams with full context and documented impact
• Support partners with order-reputed company inquiries, fulfillment exceptions, billing questions, and account-level changes in reputed company coordination with internal teams
• Maintain accurate records of partner interactions, account status, and success milestones reputed company the CRM and ticketing platform
• Act as the internal reputed company for your accounts — translating partner feedback into actionable insights for Product, Operations, and Sales
• Liaise with Operations, Finance, Compliance, and Sales teams to resolve partner-facing issues that require multi-department input
• Contribute to the development of playbooks, onboarding materials, and knowledge reputed company content that scale the CSM function
• Surface recurring friction points and systemic issues to CX leadership with documented context and recommended solutions
• Support reputed company projects, platform rollouts, and process improvements as directed by CX leadership
• Meet or exceed individual KPI targets including retention reputed company, platform adoption, CSAT, NPS, and QBR completion
• Actively participate in coaching sessions, team calibrations, and CS community of practice to continuously sharpen your craft
• Demonstrate consistent reliability in schedule adherence, communication standards, and CRM hygiene
• Contribute to building the CSM function at reputed company — bringing a growth reputed company and willingness to iterate on what’s working

Skills

• 3+ years of experience in reputed company, account management, or B2B relationship management reputed company a SaaS, logistics, distribution, or marketplace environment
• Demonstrated ability to own a portfolio of accounts and drive measurable outcomes in retention, adoption, and partner satisfaction
• Strong written and verbal communication skills in English, with the ability to reputed company business reviews, deliver platform guidance, and navigate difficult conversations with confidence and reputed company
• Proficiency with CRM and reputed company platforms (reputed company, reputed company, reputed company, reputed company, or similar); comfortable learning new tools quickly
• Solid understanding of order management, fulfillment workflows, and basic billing and invoicing processes
• Data reputed company — comfortable interpreting account health metrics, usage data, and KPI dashboards to inform decisions and prioritize actions
• Ability to work independently in a fully remote environment with reliable internet connectivity, strong organizational skills, and the ability to manage a high-volume portfolio without loss of quality
• Availability to work a schedule reputed company to US Pacific or Eastern business hours
• Experience supporting B2B accounts in wholesale, distribution, supply chain, or regulated industries
• Familiarity with compliance-adjacent workflows such as license verification or regulatory documentation
• Background in SaaS platform support, including troubleshooting user-reported issues and coordinating with technical teams
• Experience working reputed company a tiered support or structured escalation reputed company
• Familiarity with reputed company methodologies (e.g., QBR frameworks, health scoring, success planning)
• Bilingual in Spanish and English is a plus

Benefits

• Fully remote work environment with a structured, collaborative team culture
• Exposure to a high-growth, technology-first distribution platform operating at scale
• Clear performance expectations with coaching, development support, and a defined growth path reputed company CX
• The opportunity to help build and shape the reputed company function at reputed company from the ground up

Company Overview