Auxly Cannabis Group Inc

Customer Success Manager

Job Locations CA-PE-Charlottetown
Job ID
2021-1304
Category
Operations
Type
Regular Full-Time

About the Company

Dosecann is a world-class developer of innovative cannabis products for the wellness-focused consumer, wholly owned by Auxly Cannabis Group Inc. Proudly processed at Auxly’s 55,000 sq. ft., state-of-the-art facility in Charlottetown, Prince Edward Island, Dosecann products are developed and manufactured on-site by a world-class team of scientists and experts, ensuring high-quality, precision and consistency. Dosecann’s wellness products, available at licensed cannabis retailers across Canada, consist of non-GMO capsules and oils. Built on the pillars of quality, safety, and efficacy, Dosecann is cannabis – down to a science. Learn more at www.dosecann.com and stay up to date at Twitter: @Dosecann; Instagram: @dosecann; Facebook: @dosecann.

Overview

Based out of Charlottetown, PEI Dosecann Cannabis is currently looking for a Manager, Customer Success to join our Regulatory Affairs and Operations teams. Reporting to the Vice President, Associate General Counsel, Regulatory Affairs and Operations, the ideal candidate aspires to work in the growing cannabis field with an award-winning team!

 

Auxly loves our customers and has made customer service a priority by ensuring all customers are heard and all concerns are addressed in a timely and caring manner. The Manager, Customer Success will champion the Auxly VIP Customer Success experience by holding  responsibility for receiving, processing, and responding to customer inquiries, feedback, and complaints received by phone, email, and social media, across all Auxly brands (Back Forty, Dosecann, Foray, Kolab Project, Robinsons).

This role entails a remote management of our amazing Customer Success Representative. The Manager, Customer Success will liaise and coordinate with the Commercial, Marketing, Regulatory Affairs, Quality, and Provincial/Territorial boards and retailers. Working with on-site subject matter experts (SME’s), the Manager, Customer Success will become a product and troubleshooting guru across all of Auxly’s brands.

What can you expect to do

  • Embody Auxly and Dosecann's mission, and strategy, and act in a responsible, ethical, and honest manner while consistently leading by example.
  • Remotely manage the Customer Success Representative by communicating role expectations; planning, monitoring, coaching and appraising job results.
  • Create and implement Customer Success policies, procedures, and productivity standards to ensure no customer inquiry or concern is left behind, applying the Auxly VIP customer experience.
  • Develop and sustain a solid understanding of Auxly’s entire product portfolio including oils, vapes, edibles, topicals, whole flower, and pre-rolls.
  • Develop a comprehensive understanding of typical business challenges faced by customers, and objectives to appropriately map Auxly’s product features and business benefits to address their needs.
  • Work closely with the Regulatory Affairs, Commercial, Quality, and Marketing teams to troubleshoot customer success issues, track next steps, escalate where needed, and follow-up promptly to ensure customer expectations are exceeded.
  • Acquire and maintain solid knowledge of Canadian Cannabis Regulations and Provincial/Territorial legislations.
  • Organize and lead meetings in order to ensure internal alignment on customized customer care solutions, escalation inquires, and product reviews.
  • Provide strategic consultation and demonstrate measurable value at every customer interaction.
  • Input, manage, and maintain an information database regarding customer inquiries on the internal Quality Management System.
  • Be a customer advocate and drive innovation, best practices, and process improvement.
  • Other related tasks as assigned and as operationally required.

What we are looking for

  • 3-5 years of relevant experience in a customer resolution, customer success, customer retention or an account management role with previously demonstrated success in providing excellent customer experience.
  • Proactive interest to increase customer satisfaction and deepen customer relationships, as well as a keen interest in continuous learning and improvement.
  • Ability to partner with customers in developing customized and tailored solutions to their issues, timely escalation as required.
  • Build and maintain relationships internally with multi-site stakeholders, remote cross-functional teams, and externally with customers.
  • Excellent listening and communication skills at all business levels and display effective interpersonal skills.
  • Technically savvy with an intrinsic desire to build and support relationships and expand Auxly product use within a customer environment.
  • Efficient and able to prioritize and allocate time and resources to and focus on multiple projects in a fast-paced, scale up environment.

What will set you apart

  • Bilingualism in French.
  • Previous experience in the cannabis industry in a closely related role.

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. Think you have what it takes, but not sure you check every box? Apply to the role anyways. We would love to talk and determine together whether you could be a great fit.

 

Dosecann. is an equal opportunity employer and encourages applications from all qualified individuals. We thank all applicants for their interest, however, only those selected for an interview will be contacted. 

We provide accommodation for job applicants with disabilities during the recruitment process in accordance with applicable laws. Please contact us to request accommodation.

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