Customer Success & Account Manager - Cannabis
THE ROLE
Bud's Goods of NJ is seeking a customer-experience-driven Account Manager to help support our wholesale sales efforts across New Jersey. The Account Manager serves as the primary relationship manager for Bud's Goods' wholesale customers throughout New Jersey. This role is responsible for delivering an exceptional customer experience by managing customer relationships from onboarding through ongoing account support, coordinating order fulfillment & partnering with internal teams to ensure customer expectations are consistently exceeded.
The Account Manager acts as the voice of the customer within the organization, working cross-functionally with Sales, Operations, Production, Packaging, Compliance, Logistics & Finance to ensure timely, accurate & compliant delivery of products & services. This position also identifies opportunities to strengthen customer partnerships, increase account growth & improve overall customer satisfaction.
Success in this role requires exceptional communication, organization, problem-solving & relationship-building skills while thriving in a fast-paced, highly regulated cannabis environment.
CORE COMPETENCIES & SKILLS
You bring:
- Minimum of 2 years of experience in account management, customer success, wholesale account support, or a related customer-facing role. Prior B2B or wholesale sales experience is a plus
- Excellent verbal, written & interpersonal communication skills
- Strong organizational skills with exceptional attention to detail
- Ability to manage multiple customer accounts & competing priorities simultaneously
- Proficiency with Microsoft Office Suite, including Excel, Word & Outlook
- Valid driver's license & ability to travel throughout New Jersey
- Ability to work independently while collaborating effectively across departments
Preferred:
- Cannabis industry experience
- Knowledge of New Jersey cannabis regulations
- Experience using Metrc or other seed-to-sale software
- Experience with CRM platforms (HubSpot, Salesforce, or similar)
- Bachelor's degree in Business, Sales, Marketing, or a related field (or equivalent professional experience)
- Exceptional customer service mindset with a passion for building lasting relationships
- Strong project management & organizational abilities
- Excellent time management & prioritization skills
- Ability to solve problems proactively & make sound business decisions
- Strong critical thinking & analytical skills
- Professional written & verbal communication
- Ability to navigate difficult conversations while maintaining positive customer relationships
- High degree of integrity & professionalism when handling confidential information
- Adaptability & comfort working within a fast-paced, evolving industry
- Commitment to Bud's Goods' mission, values & customer-first philosophy
ESSENTIAL DUTIES & RESPONSIBILITIES
ACCOUNT & CUSTOMER MANAGEMENT
- Serve as the primary point of contact for assigned wholesale accounts throughout New Jersey
- Build & maintain strong, long-term customer relationships through proactive communication & exceptional service
- Conduct customer onboarding & ensure a seamless transition from contract execution through first delivery
- Coordinate customer orders from purchase order through fulfillment, ensuring accuracy & timely execution
- Prepare sales quotes, manifests, invoices, Certificates of Analysis (COAs) & other required documentation
- Partner closely with Operations, Production, Packaging, Compliance & Logistics to ensure customer expectations are met
- Schedule deliveries while maintaining clear communication regarding order status, delays, or changes
- Conduct regular customer check-ins to understand business needs, gather feedback & identify opportunities for continued partnership
- Educate customers on available products, services, inventory updates & new product launches
- Monitor customer satisfaction & proactively resolve issues while maintaining a high level of professionalism
- Support organic growth within existing assigned accounts by identifying customer needs, product adoption opportunities, and opportunities to strengthen existing partnerships.
- Maintain accurate customer records, communications, forecasts & sales activity within the Company's CRM platform
- Ensure all customer interactions & transactions comply with New Jersey cannabis regulations & internal policies
- Work collaboratively across departments to improve customer experience & internal processes
- Represent Bud's Goods at customer meetings, facility visits, networking events & industry functions as needed
- Assist with process improvements, SOP updates & customer service initiatives
SUCCESS IN THIS ROLE
Performance in this role may be evaluated based on:
- Customer satisfaction & relationship management
- Customer retention
- Revenue growth and product adoption within existing assigned accounts
- Response time to customer inquiries
- Accuracy of order processing & documentation
- CRM utilization & account documentation
- Cross-functional collaboration
- On-time delivery coordination
- Issue resolution & customer feedback
- Compliance with state regulations & Company procedures
PHYSICAL REQUIREMENTS
- Occasional lifting of up to 25 pounds
- Extended periods of sitting, computer work & customer meetings
WORK ENVIRONMENT
Primarily office-based with frequent travel to customer locations throughout New Jersey.
May require occasional evening or weekend work based on customer needs or business operations.
EQUAL OPPORTUNITY EMPLOYER
Bud's Goods of NJ is an Equal Opportunity Employer committed to fostering an inclusive workplace free from discrimination, harassment & retaliation.
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