Account Manager, Retail

About LeafLink

LeafLink is the largest unified B2B cannabis platform, providing licensed cannabis businesses a suite of tools to manage their business more effectively, sell or order from their favorite brands and accelerate growth. We are one platform, one solution and we’re defining the way thousands of cannabis brands, distributors and retailers streamline their operations. With thousands of brands and retailers across 30+ markets in North America, we are setting the industry standard for how cannabis businesses grow together. LeafLink processes more than $4.4 billion in wholesale cannabis orders annually.

Our team, backed by funding from leading VC's, including Founders Fund, Thrive Capital, Nosara Capital, and Lerer Hippeau is poised to define the cannabis supply chain through technology.  LeafLink was named one of Inc. 5000’s ‘Top 5000 Fastest-Growing Private Companies’, one of Built In NYC's 'Best Places to Work in 2021', as well as one of Fast Company's 'Top 10 Most Innovative Companies in Enterprise for 2020', joining the ranks of Amazon, Slack, and VMWare - and we're just getting started!

The Role

LeafLink seeks a Retail Account Manager to join our growing team. You will work directly with our retail clients, Account Executives, and various internal teams to guide our retail customers’ success on LeafLink through the adoption of our marketplace and financial service solutions. We’re looking for someone with a successful track record of building deep relationships with retailers to expand our reach and deepen our engagement. You will work with a cross-functional team to not only push retail engagement with LeafLink’s platform but to contribute to LeafLink’s overall success. You will also work with our seller account management team, partnering to deliver success in accounts specializing in manufacturing cannabis brands and retail. As the voice of the customer for our retailers, you will collect and share feedback with internal stakeholders, helping to shape the future strategy for the buy-side of LeafLink’s marketplace. You will also provide strategic guidance that reflects best practices, technical expertise, and industry acumen.

This role is highly collaborative. You are a good fit for this position if you are a proactive self-starter who is comfortable with change, enjoys a fast pace, an excellent communicator, and can juggle many tasks and deadlines.

What You’ll be Doing 

• Serve as the key Retail Account Management team member on your book of business, working together with Account Executives and other solution line specialists to grow the customer’s adoption and loyalty across all aspects of the LeafLink platform
• Be a trusted LeafLink partner to the retail book of business and help retailers become successful by demonstrating the opportunities available through LeafLink’s marketplace & financial service solutions
• Take accountability for the success of your LeafLink customers, their satisfaction, and the value they get from LeafLink’s marketplace & financial service solutions by taking their perspective and business needs as priority
• Constantly strive to expand your retail clients’ LeafLink usage and adoption through thoughtful outreach, training, customer check-ins, and meetings
• Proficient in cross-selling and upselling by effectively identifying and capitalizing on opportunities to offer additional services to retailers, resulting in increased revenue and enhanced customer satisfaction
• Develop and manage multi-layer relationships with the cannabis industry’s largest retailers, identifying potential new opportunities with partners and ensuring those relationships support key growth, monetization, and product initiatives of the company
• Strive to meet your quarterly goals comprising of retail engagement & adoption metrics and your cross-sell and upsell quotas
• Leverage data to identify gaps that retail clients may have in running their businesses as efficiently as possible on LeafLink, and act on providing solutions to help them improve
• Become a LeafLink platform expert, following all new product releases and identifying high-priority updates to customers
• Ensure client satisfaction and long-term loyalty, manage client expectations, and solicit and act on client feedback
• Contribute to standardized customer engagement sequences as the key member of the client’s account team
• Work closely with our Sales, Marketing, Product, and Support teams to deliver exceptional client experiences and be the true voice of the retail marketplace solution & financial services customer.
• Track and follow up on high priority Product tickets to ensure timely resolution
• Track all retail customer updates, status changes, and touchpoints through Salesforce CRM
• Maximize usag