Nabis is looking for a Customer Experience Manager to align external partner goals with our mission and operations. You will serve as the primary owner of external communications and the liaison between brands and internal teams, ensuring seamless relationships and exceptional service.
What You’ll Do
- Own all external communications between partners and Nabis, maintaining a positive tone and striving for customer delight.
- Actively monitor communications across platforms like Zendesk, Slack, and phone to ensure timely and effective responses.
- Hold the local team accountable to communication metrics like response and resolution times.
- Establish SOPs with Ops Managers for visibility across all communication channels.
- Serve as a secondary point of contact for all support handles and ensure no communication is left unattended.
- Police the archiving of resolved threads in Zendesk to maintain manageable inboxes.
- Act as the primary point of contact on escalated situations, working with the GM and Operations Managers to resolve them.
- Conduct post-mortems on escalated situations and author or assign SOPs for future instances.
- Constantly develop, improve, and standardize Nabis communication to all brands.
- Train, manage, coach, and develop CX associates, Sr. Associates, and supervisors.
- Be responsible for team successes and losses, holding the team accountable to established KPIs.
- Act as an active voice for brands to the local team and vice-versa, with emphasis on truly solving customer problems.
- Regularly update local operations on brand developments and provide context on operational impacts.
- Evaluate operational pain points with brands and guide them on mitigation strategies.
- Seamlessly pick up the onboarding process from the Partnerships manager to ensure a smooth transition to the CX team.
- Provide white-glove service for a brand’s first orders, guiding them through order creation and the overall Nabis process.
- Introduce brands to their respective contacts and ensure they are using Nabis efficiently.
- Actively follow up to offer guidance and solicit feedback from brands.
- Own the operation’s seamless relationships with brands and step in when anything is less than perfect.
- Quarterback unprecedented partner requests and situations.
- Establish yourself as the point of contact for all escalated brand/retailer matters.
- Diligently handle sensitive situations, reach out to brands in times of Nabis error, and actively work towards resolutions.
- Orchestrate and manage order changes by communicating with brands and the internal team to make quick inventory decisions.
- Provide support to managers in resolving inbound inquiries.
- Write and connect SOPs between all departments to eliminate operational and ownership gaps.
- Build relationships internally and foster collaboration between departments.
- Identify accountability gaps between departments and consult with the GM on establishing clear ownership.
- Regularly evaluate departmental responsibilities and work with the GM to redraw lines of ownership.
- Actively monitor brand sales versus product inventory and initiate conversations about returning product.
- Actively monitor and track fees, comps, and special accommodations.
- Work with the Senior Account Executive to understand contract terms and flag any unmet agreements.
- Serve as a floating backup manager, providing quotes and coordination for special requests.
What We’re Looking For
- Broad and detailed understanding of our operation with strong internal and external relationships.
- Strong communication skills across all platforms and the ability to choose the most effective method per situation.
- Problem-solving skills and a strong 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.
- Great verbal and written communication skills.
- 2+ years of customer service experience.
- Keen awareness and understanding.
- Low ego.
- Willingness to learn new software and platforms.
- Adaptability.
- Ability to multi-task and manage multiple projects simultaneously.
Technical Stack
- Zendesk
- Slack
Team & Environment
You will manage CX associates, a Sr. Associate, and a supervisor. You will report to and work closely with the GM and Operations Managers.
Benefits & Compensation
- Medical insurance
- Dental insurance
- Vision insurance
- 401k
- Starting at $80,000 base salary + bonus
Work Mode
This is a remote position.
Nabis is an Equal Opportunity Employer committed to a diverse work environment. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status.
