Internal - Account Manager

Please note this role is currently open for Internal applicants only
We’re looking for a talented and driven Account Manager to join our team! In this role, you will manage outreach programs to strengthen Cova’s relationships with legal cannabis retailers. You’ll handle clients' initial inquiries, assess satisfaction, address churn, communicate product updates, and plan for future growth. You’ll discover client needs, qualify situations, and solve complex problems. In this fast-paced and evolving industry, you’ll need to adapt quickly to changing environments and strategies.
This role may be perfect for you if you’re a team player who values strong, supportive relationships with colleagues and fosters a collaborative environment! You should also have a strong customer service orientation, genuinely caring about helping clients and partnering with them to find solutions to their unique needs.
About the team:
Our Account Management team is an integral part of Cova’s Operations, which is composed of Launch, Support, Account Management, and Training. Our Operations teams work seamlessly with one another, fostering a friendly and cohesive environment. Our work is highly interdependent, ensuring smooth and efficient operations across the company. We are dedicated to helping our clients succeed by providing exceptional support and building strong, collaborative relationships.
Salary: Denver, CO salary range: $65,000 – $70,000 USD
What you’ll be doing:

• Work with store management to improve client satisfaction and troubleshoot issues.
• Promote and facilitate the adoption of new Cova features through outreach methods, and present these features, services, or products for upselling opportunities.
• Coordinate with store management to provide training on the Frontend Point of Sale (POS) system, a tablet-based module for ordering and transactions, as well as the Backend system, a web-based platform used for accounting, purchasing, promotions, reporting, and supervisory tasks.
• Keep communication channels active with integration partners to address client needs, create quotes, and develop integration packages.
• Monitor and record all activities related to customer interactions to ensure comprehensive service management.
• Initiate and oversee retention strategies to retain clients, including making database changes, updates, and builds using internal tools.
• Develop a deep understanding of software functionality for ad hoc questions or understand the proper channels to go through to find answers and solutions to customer’s needs.
• Ensure clear and consistent communication of progress, status, and issues related to Cova customers to all relevant support teams through both verbal and written updates.
• Resolve escalated bugs by devising interim solutions or setting expected timelines for fixes in response to client inquiries.
• Gain a thorough understanding of compliance regulations in different regions across the US and Canada to address client inquiries or communicate effectively with compliance agencies.
• Collaborate closely with the billing team to handle billing inquiries and resolve complaints.
• Upon cancellation, take full responsibility for shutting down the client’s account and removing access to all Cova systems, including handling any billing tasks.
• Accurately document any and all client cancellations, investigate the reasons for client departures, and communicate your findings to leadership.
• Continuously enhance your knowledge of the Cova platform and internal tools.

What we’re looking for:

• 2-4 years of experience in Customer Service or Customer Relationship Management, preferably within the cannabis retail industry.

• Technical Software Support experience preferred.
• Proficient in Windows and Android operating systems, SharePoint, the Microsoft Office Suite, and Salesforce with a focus on advanced Excel skills for data analysis, spreadsheet management, and formula utilization.
• Reliability and confidence – you can learn quickly and grasp the basics of business software applications and be able to teach them to others.
• Strong communication skills – act as a clear and effective liaison between customers and Cova Operations, conveying information that is understandable to both internal and external stakeholders.
• Demonstrated ability to address critical issues as they arise without losing focus on core responsibilities, while effectively solving problems.
• Associate degree in Business Administration or equivalent experience.

Note this role may require occasional weekend work as needed for customer support (approx. 10% of time).