Senior Programmer – CSM, CA

This is a fully remote position, open to applicants in California.

📋 Description

• Engage in delivering client services for state and Metrc-defined strategic initiatives and outputs.

• Collaborate with developers, product owners, and the Metrc Data team to address requirements and defects.

• Develop and enhance process, user, and testing documentation.

• Generate and improve data outputs and visualizations in multiple formats.

• Oversee client services related to data delivery, contract documentation, testing, and operational functions.

• Spearhead outreach within the cannabis industry and manage local jurisdictional customer relationships for California’s local team.

• Cultivate relationships with clients and agencies through effective communication, knowledge of systems and regulations, alignment with customer goals, and productive meetings.

• Assist with customer onboarding, training, enablement, adoption, and account management.

• Articulate Metrc capabilities, product advantages, released features, roadmap direction, and opportunities for product usage.

• Track customer satisfaction, product utilization, support activities, adoption metrics, risk indicators, and account risks; provide proactive insights.

• Facilitate retention, renewals, account expansion, and upsell/cross-sell opportunities.

• Gather and relay customer feedback, risks, opportunities, and product ideas to internal stakeholders.

• Aid in escalations and issue resolution by coordinating resources, tracking progress, escalating appropriately, and providing updates.

• Align Customer Success activities with Product, Support, Finance, Legal, Government Affairs, Implementation, Marketing, Training, and other teams.

• Maintain state-specific documentation regarding systems, processes, customers, risks, milestones, implementations, and outcomes in SFDC, SharePoint, and other systems.

• Support quarterly business reviews, business assessments, customer meetings, onsite visits, webinars, reports, and training sessions.

• Organize internal teams for pricing adjustments, contract renewals, procurements, and customer communications.

• Participate in special events as a Metrc subject matter expert.

• Assist with quality assurance and control for California’s local team.

• Support the state technical team in managing data tools and assets.

• Stay informed about customer environments, regulations, laws, competitive landscapes, and state-specific adoption requirements.

• Perform additional duties as assigned.

⛳️ Requirements

• 18 months of experience in a development or configuration setting using agile development methodologies.

• 12 months of experience managing and executing activities related to technical and business requirements for a SaaS solution.

• 24 months of experience providing software customizations, configuration updates, or developing database extracts and reports.

• Proven experience in translating customer business needs into actionable data insights.

• Experience in analyzing data to ensure alignment with business needs and technical specifications.

• Experience in managing the delivery of mission-critical services to clients.

• Preferred experience in government projects.

• Preferred background in the regulated cannabis industry and government regulations.

• Candidates must reside within the state of California.

• May require travel of up to 50% of work time.

• Ability to work in a remote environment, frequently sit, talk, hear, operate equipment, read technical documentation, and use a keyboard and mouse.

🏝️ Benefits

• Fully remote work environment.

• Travel opportunities, potentially up to 50% of work time.

• Equal employment opportunity and consideration for career advancement.

• Reasonable accommodations for individuals with disabilities.