Job Description
Please note this role is open to all current Cova employees Cova has been the fastest growing software solutions company in the history of the legal cannabis industry and is now the #1 POS in North America. After launching commercially, we surpassed over 50 other companies as the industry preference. Through constant product innovation, execution of a clear growth strategy and high integrity in everything we do, Cova delivers a premium service to its clients. We design and build products on an open API architecture platform that elevates the dispensary retail experience. Our point-of-sale solution (POS) is purpose-built for cannabis retail and is based on years of experience in high growth/high complexity industries. The legal marijuana market is on a fast growth trajectory with more new states legalizing every year with more and more states approving recreational cannabis sales by vote congressional approval. Let's shape the next generation of cannabis retailers together and own it! Reports To: Director of Operations – Client Services Team Description: The Launch Team is part of Cova Operations team and is responsible for the customer journey from contract signing to 6 weeks post store go-live. Job Summary: We are looking for a talented and driven Implementation Specialist to join our team. You would be responsible for setting up Cova POS software in legal cannabis retail stores and training the staff on its use and operation. A typical “Onboarding” of a store requires at least two virtual remote sessions that include hardware configuration and store training. During which time you would be in communications with a Project Coordinator who would be handling the back-end elements (inventory, cash management, operations) of setting up that store. Outside of the scheduled remote sessions, follow up and ad hoc emails and calls may be required to help flesh out any outstanding training or configuration challenges where your support is needed. Responsibilities: Interact with store management and confirm all arrangements Ensure Hardware is present Communicate internally that all essential elements for the installation are in place and if not advance steps necessary to complete the installation of equipment and wireless set-up. Gather any last minute needed updates from Client about products or pricing that need updating in Cova before we launch or cutover the systems. Ensure the networking is sufficient & get detail for setup (router, available ethernet ports, etc.) Setup, Install, and Test Hardware (Tablets, Scanners, Printers, etc.) Coordinate with store management to provide Training: Frontend Point of Sale (POS) system (which is a tablet-based ordering and transaction module) and the Backend (HUB): Accounting, Purchasing, Promotions, Reporting platform (Web-based platform for doing back office tasks and supervisory tasks). Assist the store in organizing their inventory counts to reconcile at cutover Provide Remote Support at launch: As the system turns on assist (train) on how to use Cova and help them troubleshoot any problems. Communicate (verbal and written) clearly with all the Cova launch support groups about progress, status and issues. Qualifications: Organized and self managing – planning time, self-guided learning, and remote session preparation Reliable and confident – once trained, an ability to convey expertise Solid, professional and demonstratable business acumen preferably experience with Enterprise level client interaction Communications skills – as the liaison with the customer and Cova Support, sharing situational information that is clear and understandable Interpersonal skills – ability to work with an array of personalities and technical skill levels 10% overnight travel – able to travel throughout the provinces and internationally (USA) via plane or car as needed Preferred experiences: Cannabis Retail store management Technical Software Support Customer Service or Customer Relationship Management Minimum education - Associates Degree Experience with SalesForce Familiar with Salesforce Service Cloud or other ticketing systems What Really Matters: A lot can be learned or trained, but there are a few things that can’t. Strongly self-motivated with a drive to succeed Caring about our clients and their customers Being able to collaborate with others to ensure that we all succeed together