Customer Success Manager CA Test Lead

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 Test Lead, 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 manage state-required testing in the SaaS platform; collaborate with developers and product owners in handling and interpreting requirements and defects; research, learn, apply, and distribute information regarding quality assurance; create and refine process documentation, user documentation, and testing documentation; and manage contract administrative documentation processes and assets.

Core duties and responsibilities include the following.

• Embodies Metrc’s Core Values
• Execute tests
• Leading quality assurance and quality control for California’s local team
• Foster client-agency relationships through frequent communication of updates, a thorough understanding of the Metrc system and State regulations, and regular productive meetings with the client-agency
• Generate documentation of State processes and Custom Development Requests (CDRs) and communicating all updates in changes in status to necessary parties
• Create messaging for the industry to effectively communicate changes in the system
• Coordinate internal Metrc departments to provide additional resources to client agency requests
• Maintain oversight on Metrc environment configurations for client agencies
• Demonstrate Metrc system offerings to client agencies and/or licensed businesses using the platform
• Maintain Teamwork project management site(s) or any future project management tool implemented
• Leading ad-hoc documentation efforts for state-specific user materials
• Managing administrative documentation and processes
• Participating in special events as a Metrc subject matter expert
• Assist Metrc Product organization in improving testing processes and techniques
• May perform other additional duties and responsibilities as assigned.

• 24 months experience performing automated or manual software testing in an agile software development environment
• 12 months experience managing and performing activities related to technical and business requirements in support of a SaaS solution
• 6 months experience creating training materials, user guides, or process documentation
• Experience managing projects and operational tasks in support of customer needs
• Experience managing contractually required administrative and technical documentation in support of a SaaS solution
• Experience managing system/platform configurations to meet customer business needs in support of a SaaS solution
• Preferred Experience with Government Projects
• Preferred Background in Regulated Cannabis Industry and Government Policies

This position will require frequent travel ranging from 0% to 5% of work time. For example, travel might include:

• Special events such as User Exchanges
• Infrequent on-site meetings at customer location(s)
• Onsite CSM Department team meetings as necessary

• Frequently required to sit
• Frequently required to talk or hear
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard and mouse.

The above…