CSM – CA Senior Programmer; California Resident

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CSM – CA Senior Programmer (California Resident)
Fully Remote
• California/Remote

Description

Metrc is the most trusted and experienced provider of cannabis regulatory systems in the United States and is growing extremely rapidly to expand globally. We provide a solution that combines advanced software, radio-frequency identification (RFID) technology, a dedicated customer-support team, and a secure database to track and trace cannabis from growth, harvest, and processing to testing, transport, and sale. As CSM – CA Senior Programmer, you will have the opportunity to thrive in a fast-moving, fluid environment, and be passionate about implementing change, great processes and procedures in a commercial setting at a fast-growing technology company.

This position will participate in client services delivery for state and Metrc-defined strategic efforts and deliverables; collaborate with developers, product owners, and the Metrc Data team in handling and interpreting requirements and defects; create and refine process documentation, user documentation, and testing documentation; create and refine data outputs and visualizations in a variety of formats; and manage client services in data delivery, contract documentation, testing, and other operational areas.

Key duties and responsibilities include the following:

• Embodies Metrc’s Core Values.
• Lead cannabis industry outreach and local jurisdictional customer management for California’s local team.
• Foster strong client-agency and customer relationships through frequent communication, a thorough understanding of the Metrc system and state regulations, alignment to customer goals and initiatives, and regular productive meetings.
• Support customer onboarding, training, enablement, adoption, and account management activities by ensuring customers have the resources, education, and support needed to successfully use Metrc products and services.
• Help customers understand Metrc capabilities, product benefits, released features, roadmap direction, and opportunities to improve product usage, value recognition, and outcomes.
• Monitor customer-related trends, including customer satisfaction, product usage, support activity, adoption indicators, risk metrics, and account risks; use data to provide proactive insights, guide customer conversations, and help prevent issues.
• Support customer retention, account renewal, account growth, and upsell/cross-sell opportunities by demonstrating continued product value and coordinating with internal stakeholders as needed.
• Capture, synthesize, and communicate customer feedback, risks, opportunities, and new product ideas to Product, Support, leadership, and other internal stakeholders while serving as a voice of the customer within Metrc.
• Support customer escalations and issue resolution by coordinating internal resources, partnering with internal departments, tracking resolution progress, escalating when appropriate, communicating timely updates, and identifying areas for improvement.
• Align and coordinate Customer Success activities with Product, Support, Finance, Legal, Government Affairs, Implementation, Marketing, Training, and other internal teams to ensure customer needs, risks, deliverables, commitments, and client-agency requests are clearly understood and addressed.
• Maintain accurate documentation of state-specific system information, related processes, customer updates, risks, action items, milestones, issue‑resolution status, customer profiles, implementation plans, and outcomes in SFDC, SharePoint, and other required systems.
• Support preparation and delivery of QBRs, annual business reviews, customer meetings,…