Cova - Implementation Specialist

**About Cova**:
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 6 years ago, 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. 5 more just passed in Nov 2020 and 2 additional states legislatively opted for retail operations in 2021.

Cova operates as a young company that spun out of a solid, well-established 20+ year old software company called iQmetrix. Collectively, our software can be found in over 20,000 stores across North America in several verticals, and we support retailers with one location and others who have thousands. Cova has invested heavily to have the industry-leading platform for enterprises and is technologically ahead of where the industry is heading.

Let's shape the next generation of cannabis retailers together and own it.

**Reports To**: Launch and Onboarding Manager

**Team Description**:
The Launch Team is a key part of the Cova Operations Team and is responsible for the customer journey from contract signing to the store going live.

**Job Summary**:
**Responsibilities**:

- Interact with retail store management, confirming all onboarding arrangements while ensuring hardware is present for set up.
- 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 and get details for setup (e.g, router, available ethernet ports, etc.)
- Setup and install hardware such as tablets, scanners, printers, etc.
- Coordinate with store management to provide training: frontend point of sale (POS) system (a tablet-based ordering and transaction module) and the backend (HUB): accounting, purchasing, promotions, reporting platform (Web-based platform for 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 clients on how to use Cova and help them troubleshoot any problems.
- Communicate 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.

**Preferred experiences**:

- 2+ years of experience in Cannabis Retail store management.
- 2+ years of experience in Technical Software Support.
- Customer Service or Customer Relationship Management.
- Experience with Salesforce.
- Familiar with Salesforce Service Cloud or other ticketing system.

**Requirements**:

- 10% overnight travel - able to travel throughout the province and internationally (USA) via plane or car.
- Reliable car is a necessity, and all car expenses will be reimbursed via mileage allowance, other travel fully covered and reimbursed. Good driving record and insurance.

**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.

**Want to Join the Team?**

If you're interested in a career with Cova, please submit your resume and cover letter. We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

We are a hybrid work environment, remote and in-office for all employees in an office city.