Customer Experience Manager

Customer Experience Manager

About Nabis

Nabis is the #1 Licensed Cannabis Wholesale Platform in the world with the largest portfolio of cannabis brands, supplying hundreds of brands to retailers across California, New York, and Nevada. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation.

We're at the forefront of this movement and are building an innovative technology-first platform to scale the entirety of the cannabis industry. Through dedication to enhancing efficiency, transparency, and customer satisfaction, Nabis is paving the way for sweeping legalization.

Our team, backed by Y Combinator and from a celebrity roster of tech luminaries and celebrities, including Doordash co-founder Stanley Tang, NFL Hall of Famer Joe Montana, Gmail creator Paul Buchheit, and Twitch cofounder Justin Kan, is scaling the cannabis supply chain with technology and our ultimate goal is to become the largest distributor of cannabis products in the world.

Job Description

The Customer Experience Manager actively aligns the goals of our external partners with the Nabis Mission and day-to-day operation, while maintaining transparency with the internal organization. This role must maintain a sense of the big picture, along with a rigorous understanding of day-to-day operations/SOP's. They will actively monitor and participate in all external communications to Brands and constantly work with Operations Managers to improve and standardize communication. They will participate in Brands’ first orders, meeting with all points of contact, and act as liaisons to all Nabis departments, facilitating introductions and ensuring overall white-glove services. They will train Brands to use the Nabis portal in the most efficient way to align with internal SOP's, while obsessing over the customer. They will ultimately give their 'green light' to let new Brands fly and continuously monitor touchpoints to ensure maintained consistency. They will flag any less-than-perfect situation, communicate solutions to the team, and will work to course-correct by quarterbacking situations. As an active day-to-day air traffic controller for the operation, this role must have professional and effective relationships with all operations members, must be involved in all irregular and escalated matters, and must work with colleagues and GM to flag operational gaps of ownership, take interim ownership, and actively work to close them by assigning ownership.   

Responsibilities

• Overall owner of external comms between external partners and Nabis,  while maintaining positive tone of partnership in communications (both internally and externally) to strive for customer delight 
• Actively monitor all comms (Zendesk, Slack, Phone, etc) between partners and Nabis.
• Ensure timely response and effective communication by directly responding and/or monitoring all communications
• Hold local team accountable to communication metrics (ie response and resolution times)
• Work closely with Ops Managers to keep them in the loop about non-copied comms (phone calls and texts) - establish SOP’s to create visibility across all comms.
• Serve as a secondary point of contact and closer for all handles.
• Monitor active threads regularly for timely response and make sure no communications are left unattended.
• Police archiving of all resolved threads in Zendesk, maintaining manageable inboxes
• Serve as the primary point of contact on escalated situations, working with GM and Operations Managers to resolve. 
• Conduct Post-Mortems of escalated situations and write/assign SOP’s for future instances.  
• Serve as primary handle owner when needed. 
• Work to constantly develop, improve, and standardize Nabis communication to all brands
• Train team on communication with partners

CX Team Manager

• Manage, coach and develop CX associates, Sr. Associate and supervisor to perform all tasks accurately and efficiently while instilling a positive team culture and working environment
• Be responsible for teams successes and losses, holding them accountable to established department KPIs and processes

Active Voice for Brands to local team and vice-versa with an emphasis on truly solving the problem for customers (rather than passing the ball) 

• Regularly update local operations on Brand developments and provide context on operational impacts.
• Regularly evaluate operational pain points with Brands and guide Brands to mitigate

Brand Operational Onboarding

• Seamlessly pickup onboarding process from Partnerships manager to facilitate a smooth transition to the CX team.
• Provide white glove service for Brand’s first orders
• Guide Brands through order creation and overall Nabis process, introducing them to handles and respective managers along the way and ensuring they are using Nabis in a most efficient and effective way
• Actively following up to offer guidance and solicit feedback from Brands 
• Owning the operation’s seamless relationships with brands and stepping in when anything is less than perfect

Quarterbacking unprecedented partner requests and situations  

• Establish self as the point of contact for all escalated Brand/Retailer matters
• Advise Operations Managers on solutions and take point where needed
• Escalate to GM and Senior Leadership where needed. 
• Diligently handle sensitive situations, reach out to Brands in times of Nabis error, and actively work towards resolutions
• Orchestrate and manage order changes – communicate with brands and internal team to make these inventory decisions quickly
• Provide support to managers in resolving inbound inquiries
• Perform post-mortems on escalated issues and author SOP’s to handle at OPs Manager level

Connecting Departments and closing operational gaps

• Write and Connect SOP’s between all departments to eliminate operational and ownership gaps
• Build relationships internally and foster collaboration / cooperation between departments 
• Identify accountability gaps or grey areas between departments and consult with GM on how to establish clear ownership.
• Regularly evaluate responsibilities by department and work with GM to redraw lines of ownership where needed

Proactive Partner relationship development

• Brand /Retailer insights - actively monitor brand sales v. how much product is incoming/ on shelves - initiate conversations with brands around returning product
• Actively monitor and track fees, comps and special accommodations
• Work with Senior Account Executive to understand terms of contracts and flag where not being met

Serve as floating backup managerProvide quotes and coordination for p2p’s, one-off requests, and new business

Qualifications

• Broad and detailed understanding of the operation with strong internal and external relationships
• Strong communication skills - timely communication across all platforms (phone, Zendesk, Slack) and ability to determine most effective kind per situation
• Problem-solving skills and sense of ownership and leadership
• Detailed understanding of the Cannabis Industry and all aspects of distribution
• Data and bottom-line driven decision making
• Ability to communicate between departments with humility and understanding
• Experience with de-escalation and client retention 
• Must be at least 21 years of age

Required Skills

• Great verbal and written communication
• 2+ years of customer service experience
• Keen awareness and understanding
• Low ego
• Willingness to learn new softwares and platforms
• Adaptability
• Ability to mulit-task and take on more than one project at a time

WHY YOU'LL LOVE WORKING AT NABIS

• Be part of the fastest-growing cannabis startup in the U.S.
• Fully remote, high-impact, high-ownership engineering role
• Compensation starting at $80,000 base salary + bonus along with medical, dental, vision and 401k
• Flexibility and autonomy to drive your work
• Join a diverse, inclusive team passionate about technology and cannabis

Nabis is an Equal Opportunity Employer

*Nabis is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Nabis are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.*