Director of Client Experience

LeafLink is seeking an highly experienced Director of Client Experience & Support to join our fast-growing team. In this role you will be responsible for managing LeafLink’s Client Experience & Support Teams that will be doubling in size  by mid next year and will be tasked with managing LeafLink’s relationships with the largest cannabis brands and retailers in the industry, creating a network effect across the LeafLink platform, and setting a new standard on how the industry conducts business. This role is highly collaborative, requires creative thinking, sales expertise, and an understanding of all product offerings and platform features on LeafLink. This role reports to our Vice President of Sales and will require you to interface directly with our executive, product, engineering and sales teams while leading our client experience and customer support teams on a daily basis. You need to be a self-starter who is comfortable with change, enjoys a very fast pace, and can juggle many tasks and deadlines. 

LeafLink is a SaaS marketplace platform that provides licensed cannabis dispensaries the ability to order from their favorite brands, as well as a suite of software tools for those brands to manage their operations and scale. With 2,500+ dispensaries and more than 800+ leading brands in 15 States, LeafLink is setting the industry standard for how cannabis brands and retailers work together. Our team, backed by funding from leading VC's, is poised to define the cannabis wholesale market. LeafLink was named one of Fast Company's 'Top 10 Most Innovative Companies in Enterprise' for 2018, joining the ranks of Amazon, Slack, and VMWare and we are hungry for more!

What You’ll Do:
  • Aggregate and analyze data to effectively strategize with decision makers at cannabis brands and retailers
  • Ensure prompt response times to all customer inquiries
  • Ensure prompt on boarding of all newly signed clients
  • Manage our fast growing CX and CS teams
  • Oversee daily interactions between CX/CS and our clients
  • Go above and beyond to ensure ALL clients are 100% satisfied with their LeafLink experience
  • Create and recommend new processes and product/technology improvements to benefit our clients
  • Be the voice of the clients to our executive team
  • Organize and send quarterly business reviews to deepen our connection and increase our value to our clients

Who You Are:
  • You have 7+ years experience in customer experience and support
  • You have 5+ years in managing a high performing team 
  • You have 4+ years managing a distributed team, ideally a globally distributed team 
  • Ability to thrive in a fast-paced, high growth, rapidly changing environment that requires tenacity to exploit opportunities and a steady demeanor to handle challenges
  • You are the poster child for startup hustle: change is your only constant, no challenge is too big, and no task is too small
  • Self-motivated and excited by the potential to own what you do, you have the willingness to learn and adapt as needed
  • You work well independently as well as with other members of the team, both in person and remotely
  • You have excellent presentation and communication skills, are outgoing and sociable, and enjoy meeting new people
  • You are a multi-tasker and connector, as well as an organized operator who executes on both internal and external responsibilities
  • You have knowledge of key project management concepts including phases, plans, deliverables, scope, and tasks
  • You have excellent verbal and written communications skills and are a proficient user of Google Cloud Systems

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