National Customer Service Manager
Cannabis Compliance Inc
Kitchener, ON
Cannabis Compliance Inc is the world’s largest cannabis compliance consulting firm, which is privately owned and based in Canada. With over 90 full-time staff with expertise in cultivation, quality assurance, extraction, finance, sales, recruiting, education and security, our projects span the globe as cannabis regulation is adopted by international markets. As our clients are driven to excellence and exception, we provide complete support from product and facility design through to registration, manufacturing, testing, marketing, distribution, and beyond.

Our client is growing! This is a newly created position and will be transformational for the organization.

National in scope, the National Customer Service Manager will be pivotal in developing and maintaining, internal and external relationships, and supporting sales and business development across two separate lines of business. You will consistently provide exceptional service; this is our client's differentiator.

The National Customer Service Manager will address Customer and Employee experience matters equally using a holistic approach. You will develop and look after our people in the same way you would a client. You are action oriented and get things done. You lead-by-example and motivate others to do the same.

This role will be based in the Kitchener office with quarterly travel to Alberta and semi-annual travel to Europe.

Responsibilities:
Provide best-in-class service.
Connect with new and existing clients for two separate and distinct lines of business.
Work directly with VP, Business Development and sales staff to align sales and onboarding approaches.
Develop and maintain good relationships with accounts and key decision makers.
Conduct high level qualifying conversations with prospects in a consultative approach.
Identify key buying influencers to determine compelling business need, budget and timeline.
Build and cultivate prospect relationships by initiating communications and conducting follow-up communications to move opportunities through the sales funnel.
Address and manage existing client base to determine upselling opportunities.
Consistently and effectively prioritize client enquiries.
Utilize internal systems to identify daily tasks, schedule calls, log customer information, monitor sales results.
Manage and document all client interactions including errors / omissions.
Guide work scheduling to fit client expectation.
Monitor work progress ensuring client turnaround time is met or exceeded.
Leadership, training, and development; onsite and remotely to support and improve team performance and efficiency.
Develop, track and trend KPIs.
Manage staff behaviors, focus and performance based on KPIs.
Attend internal and external meetings and report significant details to the team.

Skills and Qualifications:
University degree or College Diploma required.
Experience in B2B sales or account management.
A leader that enjoys working for the betterment of the team, the company, and the client.
Passionate about the development of the team and self with a proven ability to develop a diverse team of professionals.
Exceptional at identifying and solving problems.
Uses proven Project Management skills to work collaboratively with cross functional teams to complete root cause analysis of problems and implement workable and durable solutions.
Analytical thinker.
Persistent, disciplined, and detailed oriented.
Able to work autonomously and consistently to produce high quality work within the assigned deadline.
Quick learner and self motivated.
Strong organizational and time management skills.
Excellent verbal and written communication skills.
Proficient with computer software including NetSuite, MS Office (including Word, Excel and PowerPoint), and Outlook.