Implementation Strategist

About This Job

The business need for the Dutchie Implementation Strategist role arises from the rapidly expanding cannabis industry and the subsequent demand for efficient and effective full-stack software implementation. As more dispensaries join our platform, we require skilled professionals to ensure smooth and timely implementation of our software, maintain high customer satisfaction, and optimizing their operations.

The Implementation Strategist implements all new Dutchie customers on the platform (includes all Core Products, Point of Sale, E-Commerce, and additional products such as  Loyalty & Marketing, Cultivation, Processing, Distribution, etc..). This includes configuration, training/education, solution identification, instilling best practices, and product fundamentals.

The Implementation Strategist simultaneously carry an implementation queue of ~50/60 Accounts, activating ~3-4 Accounts per week on the platform. The Implementation Strategist serves as the customer’s first impression when working with Dutchie, and has ownership for the early platform success of each cannabis operator they work with.

What You’ll Do…

• Manage the onboarding and training of businesses launching on the Dutchie platform.
• Maintain customer records and project progress through Salesforce and Precursive.
• Help make complex, technical concepts simple and digestible for our clients
• Effectively communicate the benefits of the Dutchie platform via phone, email, and Zoom
• Strategize with clients to understand how our software can improve their business and workflows.
• Get ahead of challenges by effectively navigating complex situations. Communicating with our Cross Functional Teams - Sales, Support, and CSM to properly triage issues.  
• Shape future product development based on trends in conversations with clients and communicating those needs to our Product team.
• Working hours align primarily with Eastern Time, with flexibility to provide occasional coverage in Pacific Time

What You Bring…

• Minimum 2 years of experience in a customer-facing technical role such as SaaS implementation, POS, account management, or solutions engineering.
• Familiarity with Salesforce CRM is highly desirable.
• Experience within the cannabis industry, specifically familiarity with dispensary, cultivation, or processing operations, as well as METRC or BioTrack state traceability systems, would be advantageous.
• Exceptional organizational and multitasking abilities, with experience managing timelines across multiple projects at various stages of the project lifecycle.
• Excellent communication skills, both written and verbal, with proficiency in phone, email, and video conference communication.
• Ability to travel within the United States for work.
• High energy, ambition, and a commitment to providing customers with a white-glove experience.
• Strong persuasion skills, with the ability to communicate convincingly and passionately.
• Outstanding attention to detail.
• Empathetic, with the capacity to appreciate and relate to a customer’s perspective.
• Strong problem-solving abilities, with the adaptability to quickly pivot when required.
• Display of positivity, patience, and professionalism at all times.
• Quick learner who can rapidly grasp new platforms and understand new industries.
• Team-oriented, but also capable of thriving as an individual contributor.

It’s a Bonus if You…

• Retail Cannabis experience 
• Software Implementation experience
• PMP Certification
• METRC or BioTrack Experience
• Experience with Looker BI

What You’ll Get…

We are targeting a starting salary of $55,000 - $75,000 based on the intended level for this role.

In addition to cash compensation, our total rewards package includes:

• Full medical benefits including dental and vision plans to ensure you always have the best care.
• Equity packages in the form of stock options to all employees.
• Technology (hardware, software, reading materials, etc..) allowance
• Flexible vacation and sick days