Account Manager

SC Labs is the largest multi-state laboratory bringing together the industry's most reputable testing labs. SC Labs, founded in 2010, is one of the cannabis industry's oldest licensed testing labs and the first to develop a national hemp testing panel. The company is licensed and accredited in California, Oregon, Colorado, Michigan, and Arizona. The combination brings together three of the longest standing and most respected cannabis and hemp testing organizations in the U.S. and forms the foundation of a national testing network. The combination brings value to both the hemp and cannabis industries, ranging from access to a broader range of testing resources, improved data delivery, innovative science, instrument redundancy and increased testing capacity, and improved operations to accelerate turnaround times. Position Summary: We are seeking a full-time Account Manager for Hemp and Cannabis. This position will be based in our Warren, Michigan lab facility. The Account Manager will assist and support the routine and non-routine day-to-day tasks of our Michigan lab operations. The best applicant for this position will be one who has prior experience working for a legal cannabis organization, and can display an understanding of the Michigan regulations. Schedule: Full-time | Monday - Friday from 8:30 a.m. - 5:00 p.m. Pay Rate: Salary equivalent of $55,000 annually, plus commission based on assigned quota. To be considered for the position, candidates must show demonstrable experience with the following: * Experience with Metrc is strongly preferred. * Excellent communication skills. * High level of organization and time management. * Proven customer support and sales background of at least 3 years. * Adapts to change and learns quickly. * Ability to think holistically about their region. * Encompass strong familiarity and usage of CRM software. * Strong attention to client retention. Specific Duties/Responsibilities: * Manages a large number of daily calls, with high level of customer interaction, promptly responding to all inquiries in a courteous and efficient manner. * Build credibility as a reliable point of contact for all of your client's testing needs. * Consistently represents SC Labs in a professional manner aligned with our image and mission. * Encourages the sale of company services at every opportunity, applying exemplary customer relationship skills promoting a superior company image. * Provides updated information to customers on services, prices, marketing material, and social media integration. * Completes onboarding and client service portal training with every account while ensuring full adoption of our processes. * Works closely with the Sales team to ensure smooth transition of new clients. * Identifies potential red flags, and escalates issues in a timely fashion. * Manages/Builds designated territories within assigned region: * Contacts all clients at regular intervals * Coordinate pickups with our Sampler team * Works with account billing/collections department * Track client interactions, and update client information using CRM * Use all resources available to resolve customer complaints and lab requests * Provides technical support to clients with regards to regulatory testing, lab results, and processes. * Acts as a liaison between the lab and customer to review results and address any testing concerns. * Will have some responsibilities pertaining to Courier scheduling, and potentially making pickups. * The position will be assigned additional duties and projects as needed to maintain proper business function of the laboratory. Requirements: * Must be at least 21 years of age. * Must be comfortable working with Cannabis/CBD/Hemp products. * A minimum of 1 year prior Customer Service experience is required. * Must be able to read, write, and speak English. * Familiar with Microsoft Office applications, CRM, and Google Suite platform (Docs/Sheets). Required Education: * Ideal candidates will have a minimum of a two (2) year Associates degree. * Bachelor's degree or equivalent combination of education, training, and experience is preferred. Benefits Offered: * Medical (HDHP with HSA is one option), Dental and Vision insurance. * Paid Holidays and Flexible Paid Time Off. * 401(k) Plan. * Employer Paid Life coverage, as well as Optional Life Coverage. * Flexible Spending Account. All employment offers will be contingent upon successful completion of a background check. SC Labs provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Created: 2025-01-11