Onboarding Lead, East

| Greater NYC Area
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About LeafLink

LeafLink is the regulated cannabis industry's largest wholesale marketplace, providing licensed dispensaries the ability to order from their favorite brands, as well as a suite of software tools for those brands to manage and scale their operations.

With thousands of retailers and thousands of brands across 26 territories in the US and Canada, we are setting the industry standard for how cannabis businesses grow together. LeafLink annually processes and manages more than $1 billion in wholesale cannabis orders - you can learn more about our history and path to $1B here http://firstbillion.leaflink.com/.

Our team, backed by funding from leading VC's, including Thrive Capital and Lerer Hippeau is poised to define the cannabis supply chain through technology. LeafLink was named 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

As the Onboarding Lead, you will be the first to welcome new customers to the LeafLink community. You have a background in teaching customers. You enjoy the challenge and opportunity in helping those with both tech and non-tech backgrounds understand the value of the LeafLink platform. You thrive in a fast-faced customer success environment. You love being on the phone with customers and jumping into Zoom meetings to help customers in real time. You also get excited about the opportunity to design new methods of communication and training to help customers realize their full potential. 

Most importantly, you are ready to innovate! You will work directly with the Onboarding and Support Manager to develop this new dedicated service line and functional offering. 

Responsbilities

  • You will facilitate a successful handoff from sales, lead customers through onboarding and usher them into their ongoing support with a seamless transition to Client Experience. 
  • You will lead customers through a quick time to live with KPIs for go lives.
  • You will manage goals, timelines and project plans, ensuring customers meet their onboarding schedules.
  • Work closely with multiple teams to ensure implementation requirements are executed and timelines are met.
  • You will lead and deliver group training sessions that ensure maximum adoption. You will also develop short-form videos for quick training clips. 
  • You will handle all operational aspects of customer go lives. 
  • You will be a LeafLink platform expert, knowing the best practices and approaches across multiple markets so that all customers are set up for success. 
  • You will also be a creative thinker and proactive problem solver to support customers through their issues including identifying short-term solutions when applicable. 
  • You will anticipate potential issues and escalate them appropriately to deliver the best possible experience throughout the onboarding period.
  • Work collaboratively with the Onboarding Operations Associate to ensure compliance checks are completed. 
  • You will help co-build and refine the newly launched onboarding function. This is a new contributor within the customer journey and you will be an integral member in laying the foundations of success with this newly-formed team. 

Qualifications

  • Bachelor's degree required.
  • 3+ years of customer success and/or account management experience.
  • 3+ years leading customers through onboarding or training customers on software.
  • Stellar attention to detail and excellent follow through.
  • Experience using Salesforce for customer statuses and account updates.
  • Experience using QuickTime or other video recorders for training and overviews.
  • Excellent written and verbal communication and presentation skills.
  • Exceptional client relationship management skills.
  • A willingness to go above and beyond to kick start our clients' success.
  • Can prioritize and manage multiple tasks serving multiple stakeholders simultaneously.

Benefits

  • Flexible PTO to give our employees a little extra R&R when they need it  
  • Competitive compensation and 401k 
  • Comprehensive health coverage (medical, dental, vision) 
  • Commuter Benefits through a Flexible Spending Account
  • A robust stock option plan to give our employees a direct stake in LeafLink’s success

LeafLink’s employee-centric culture has earned us a coveted spot on BuiltInNYC’s Best Places to Work for in 2021 list. Learn more about LeafLink’s history and the path to our First Billion in Wholesale Cannabis Orders here.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • VueLibraries
    • DjangoLibraries
    • DjangoFrameworks
    • VueFrameworks
    • AWS RedshiftDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • KissmetricsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • JIRAManagement
    • WordpressCMS
    • LeafLink CRMCRM
    • MailChimpEmail
    • Google InboxEmail
    • SlackCollaboration
    • ZoomCollaboration

Location

In the heart of the Financial District, we're accessible to most subway lines, the path train, and ferries, with almost too many lunch options!

An Insider's view of LeafLink

How do you collaborate with other teams in the company?

On a large scale, the LeafLink team collaborates during “Huddle Booze Report” (HBR), a biweekly meeting where team leaders present on company KPIs, accomplishments, and challenges (with some beers). Every member of the team is welcome to comment or ask questions, bringing forth their thoughts and ideas.

Claire

Director of Operations, Marketplace

How do you make yourself accessible to the rest of the team?

As co-founder and CTO it’s important for me to maintain official communication channels with teams and individuals. We have various meetings that bring leadership together with teams which include sprint demos, retrospects, daily standups and one on one meetings. Open communication supports alignment and productivity something we are all about here

Zach

Co-Founder and CTO

What are LeafLink Perks + Benefits

LeafLink Benefits Overview

LeafLink provides:

- Flexible PTO to give our employees a little extra R&R
- Competitive compensation and 401k
- Learning and Development stipend
- Comprehensive health coverage (medical, dental, vision)
- Commuter Benefits through a Flexible Spending Account
- A robust stock option plan to give our employees a direct stake in LeafLink’s success

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Leaflink offers voluntary long-term and short-term disability plans.
Dental insurance
LeafLink's dental plan has no deductible and covers 100% of preventative services, including X-rays, and has a $5 co-pay.
Vision insurance
Our vision plan covers annual eye exams and lenses after a $20 copay. Frames and contact lenses are covered up to $100 annually.
Health insurance
Leaflink offers a range of Aetna plans that cover both in network and out of network providers, and have copays as low as $20. We also have complimentary enrollment in One Medical and Teladoc.
Life insurance
Our voluntary Life Insurance plans offer our employees financial stability and security.
Pet insurance
Wellness programs
LeafLink offers discounted Gym memberships to its full time employees.
Mental health benefits
Financial & Retirement
401(K)
LeafLink's 401k plan offers a broad range of available funds, including Vanguard, Fidelity, and American Funds.
Company equity
LeafLink offers stock options through our Stock Option Plan.
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Leaflink's Flexible PTO policy allows our team to execute ferociously, with the knowledge that they will be able to rest and recharge when they need to.
Generous PTO
Paid volunteer time
Paid holidays
Leaflink offers 11 days per year for Major Holiday observance.
Paid sick days
Office Perks
Commuter benefits
LeafLink offers pre-tax commuter benefits to all full time employees.
Company-sponsored outings
LeafLink has quarterly team outings, an annual holiday party, and an annual incentive trip.
Free snacks and drinks
LeafLink offers unlimited snacks, tea and coffee.
Some meals provided
Company-sponsored happy hours
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
LeafLink has a generous annual budget for attending industry conferences and events.
Lunch and learns
Promote from within

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