Director, Disability Management Quality And Training

2 weeks ago

Toronto ON, Canada Lightspeed Full time

Or just checking the market? We're looking for a Global Director, Customer Implementation (Retail), to oversee the successful implementation, expansion and upgrade of Lightspeed customers from SMB's, to Enterprise level. Reporting to the Senior Vice President of the Customers Organization this mission-critical role is responsible for leading and re-shaping Lightspeed's Implementation teams globally, as they onboard Lightspeed customers as well as setting the global strategy.


The onboarding team is responsible for preparing and supporting customers to leverage all of the features in their POS as well as assisting with at-risk accounts and identifying opportunities for account growth. This role will focus on providing a best-in-class implementation experience for our clients and requires excellent strategic, analytical and business process skills in order to effectively grow and nurture our growing team and customer base.



Provide guidance and direction to the Global onboarding teams on strategy, playbook and day-to-day execution.
Accountability for North America onboarding team, including, monthly, quarterly and annual targets, employee performance, coaching and development
Accountability for global implementation strategy
Works closely with Customer Support, Customer Success, and sales to ensure a smooth hand-off of accounts.
Implement and manage a results-based performance program to oversee the quality and accuracy of interactions with customers, including participation in calibration and validation sessions.
Provide technical expertise, coaching, guidance, and training to team members.
Work closely across the business and contribute to the development of all areas of Lightspeed's Go-To-Market motion.
5+ years' work experience within a SaaS company.
~5+ years leadership skills, and management of large global teams
~ Experience or knowledge of customer implementation best practices within a SaaS environment.
~ Knowledge of support ticketing and management tools with the ability to pull KPIs, create reports, and provide analysis.
~ Experience with developing and managing a department expense budget.
~ Passion for building strong professional relationships.
~ Ability to do your job in a truly flexible hybrid environment (3 days/week in office);
Unlimited paid time off policy
Flexible working policy
Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.


Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal's gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.



Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.


With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.

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