| Account Manager |  |
Jan 7, 2022🔗 👁️ 152 152 Views
🏢 Cova 📍 Denver, CO
💰 $65,000 to $80,000 a year 🗓️ Full-time 🏷️ Other 📛 No license required
About our company
Cova has been the fastest-growing software solutions company in the history of the legal cannabis industry and is now the #1 POS in North America. After launching commercially less than 4 years ago, we surpassed over 50 other companies as the industry preference. Through constant product innovation, execution of a clear growth strategy and high integrity in everything we do, Cova delivers a premium service to its clients.
We design and build products on an open API architecture platform that elevates the dispensary retail experience. Our point-of-sale solution (POS) is purpose-built for cannabis retail and is based on years of experience in high growth/high complexity industries.
The legal marijuana market is on a fast growth trajectory with more new states legalizing every year. 5 more just passed in Nov 2020 and 2 additional states legislatively opted for retail operations in 2021.
Cova operates as a young company that spun out of a solid, well-established 20+-year-old software company called iQmetrix. Collectively, our software can be found in over 20,000 stores across North America in several verticals, and we support retailers with one location and others who have thousands. Cova has invested heavily to have the industry-leading platform for enterprises and is technologically ahead of where the industry is heading.
Let's shape the next generation of cannabis retailers together, and own it.
Job description
Reports To: VP of Operations
We are looking for a talented and driven Account Manager to join our team. You would be responsible for outreach programs that cement Cova’s relationships with its clients, who are legal cannabis retailers. There are many touchpoints with these clients from their initial inquiries about Cova retail software, gauging their satisfaction, mitigating churn, communicating product enhancements, and planning future growth. This involves discovery of needs, qualifying situations and solving advanced problems that they may have. There is no typical day, as this is a young and evolving industry, and we are a very rapidly growing international company. While we have clearly defined who we are and what we will deliver, the approaches are still being refined and the ideal candidate will be one who is able to constantly adapt to a changing environment.
Responsibilities:
- Interact with store management and troubleshoot best approaches for achieving client satisfaction.
- Assist with the communication and adoption of new Cova capabilities through various outreach methods.
- Present new Cova features, services or products for upsell opportunities.
- Coordinate with store management to provide Training (HUB & POS): Frontend Point of Sale system (which is a tablet-based ordering and transaction module) and the Backend: Accounting, Purchasing, Promotions, Reporting platform (Web-based platform for doing back-office tasks and supervisory tasks).
- Keep open communication channels with integration partners to work on client needs and create quotes as well as integration packages.
- Track activity related to all customer interactions.
- Initiate and manage retention efforts, where needed, to save customers including database changes using internal tools.
- Develop a deep understanding of software functionality for ad hoc questions or understand the proper channels to go through in order to find out answers to questions.
- Communicate (verbal and written) clearly with all the relevant Cova supporting groups about progress, status and issues of Cova customers.
- Look into escalated bugs and implement workarounds or timelines for fixes when clients ask about them.
- Develop an understanding of compliancy regulations within various regions across the US and Canada to either answer client questions or talk with compliance agencies.
- Work closely with the billing team to manage billing inquiries and complaints.
- Upon cancellation, be responsible to fully close out client account and all associated access to any Cova system including billing.
- Maintain accurate cancellation records for client attrition, analyze why clients are leaving and inform leadership on your findings.
Qualifications:
- Organized and self-managing – planning time and prioritizing work.
- Reliable and confident – ability to learn and understand the basics of business software applications to the point of demonstrating it to others.
- Communications skills – as the liaison with the customer and Cova Support, sharing situational information that is clear and understandable to both internal and external partners.
- Interpersonal skills – ability to work with an array of personalities, geographies and technical skill levels.
- Proven ability to solve problems.
- Intermediate technical understanding of Windows, Android and Excel.
- Agility to pivot to critical issues that come up, while not losing focus on core responsibilities.
- Customer Service orientation – genuinely care about helping the client and partnering with them to find solutions to their unique needs.
Preferred experiences:
- Cannabis Retail store management
- Technical Software Support
- Customer Service or Customer Relationship Management
- Minimum education - Associates Degree
- Experience with SalesForce
- Familiar with Zendesk or ticketing system
What Really Matters:
A lot can be learned or trained, but there are a few things that can’t.
- Strongly self-motivated with a drive to succeed
- Caring about our clients and their customers
- Being able to collaborate with others to ensure that we all succeed together
Want to Join the Team?
If you’re interested in a career with Cova and are committed to striving for success, please submit your resume and cover letter. We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted.
We are a hybrid work environment, remote and in-office for all employees in an office city. For those who are unvaccinated, individuals are required to rapid test twice a week to come into the office. For those who are vaccinated, verification (one-time) to come into the office is required. For all additional onsite attendance at any meetings, events, celebrations, vaccination is required.