Global Director, Implementation
2 weeks ago
Hi there Thanks for stopping by
Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place
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. The global teams are part of the customer's organization who are on the front line of engaging with customers throughout their onboarding journey and ensuring a successful onboarding experience.
The Role
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. They must develop a deep understanding of the typical business challenges the customer faces and be skilled at setting the right expectations and ensuring that we meet those expectations.
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.
What you’ll be doing:
- 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
- Accountability for global Professional Services 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.
- Improve productivity by highlighting deficiencies and recommending changes to tools, processes, reporting, and employee engagement.
- Maintain a mindset of continuous improvement and monitor the efficiency of processes as well as customer and employee satisfaction.
- Execute ongoing development activities to ensure customers are met with friendly and knowledgeable employees.
- Provide technical expertise, coaching, guidance, and training to team members.
- Drive customer service excellence and Strategy for the global team
- Act as an escalation point to resolve customer issues and/or disputes and ensure that Escalation processes are well implemented Globally and liaise with functional leaders.
- Refine the KPIs and metrics with evolving business needs.
- Work in lockstep with the Customers team, support and sales to provide weekly updates on the KPI’s that matter.
- Work closely across the business and contribute to the development of all areas of Lightspeed’s Go-To-Market motion.
What you need to bring:
We’re a team of 70 people located globally.
- 5+ years’ work experience within a SaaS company.
- 5+ years leadership skills, and management of large global teams
- Experience scaling teams and processes in a growing company and a fast-paced environment.
- 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.
- Resourceful with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly.
- Excellent communication, facilitation, presentation, and negotiation skills.
- Passion for building strong professional relationships.
- Ability to strategize outside the box and think conceptually in a fast-paced organization.
- Ability to lead by influence with global and cross functional teams.
We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try
What’s in it for you?
Come live the Lightspeed experience...
- Ability to do your job in a truly flexible hybrid environment (3 days/week in office);
- Genuine career opportunities in a company that’s creating new jobs everyday;
- Work in a team big enough for growth but lean enough to make a real impact.
… and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:
- Lightspeed RSU program (we are all owners)
- Unlimited paid time off policy
- Flexible working policy
- Health insurance
- Health and wellness benefits
- Possibility for transit fees to be covered
- Paid leave assistance for new parents
- Linkedin learning
- Volunteer day
-
Global Director, Implementation
2 weeks ago
Old Toronto, Canada Lightspeed Commerce Full timeHi there! Thanks for stopping by Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! 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. The...
-
Global Director, Implementation
2 weeks ago
Old Toronto, Canada Lightspeed Commerce Full timeHi there! Thanks for stopping by Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! 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. The...
-
Technical Director
3 weeks ago
Toronto, ON, Canada Virtual Producer Full timeDark Slope is an entertainment company with a singular focus to make the impossible, possible. With advanced motion capture and virtual production technologies, Dark Slope develops genre defining television programs and unforgettable immersive games for our original IP, co-productions and clients including NBC Universal, Nickelodeon, MTV, Warner Media, NBC,...
-
Senior Workday Implementer
2 weeks ago
Toronto, ON, Canada Krissilas Group Inc Full timeOur client is a global leader in their industry and they are looking for Senior Workday Implementer to join their growing and progressive team. Reporting to Director, Business Applications Portfolio, the Senior Workday Implementer will be responsible to liaise and maintain core global ERP platform in supporting business objectives. In this role, the...
-
Senior Sales Director
3 weeks ago
Toronto, ON, Canada Lumi Global Full timeAbout Lumi Lumi is a global B2B brand and the leading digital platform facilitating in-room, hybrid, and virtual AGMs and investor relations meetings for the world's largest corporations and membership organizations. Our platform offers a comprehensive solution that digitizes the entire lifecycle of AGMs and investor meetings, enabling sophisticated...
-
Senior Workday Implementer
2 weeks ago
Toronto, ON, Canada Krissilas Group Inc Full timeOur client is a global leader in their industry and they are looking for Senior Workday Implementer to join their growing and progressive team. Reporting to Director, Business Applications Portfolio, the Senior Workday Implementer will be responsible to liaise and maintain core global ERP platform in supporting business objectives. In this role, the...
-
Toronto, ON, Canada Bimbo Bakeries Full timeNational Maintenance Director Bimbo Canada is a market leading producer and distributor of packaged fresh bread, bakery and snacking products with brands such as Dempster's, Villaggio, POM, Bon Matin, Ben's, Stonemill, McGavins, Oroweat, Vachon and Takis. Bimbo Canada pursues the goal of creating value by being at the forefront of manufacturing and...
-
Toronto, ON, Canada Stonewood Group Inc. Full timeTHIS SEARCH WAS SUCCESSFULLY COMPLETED. The Company Our client is a major bank-owned capital markets group with operations around the world. The organization has recently made the decision to create, in Toronto, a technology group to support the risk applications for the derivatives trading group. This will be a new group within the Toronto team and...
-
Smart Industries
3 weeks ago
Toronto, ON, Canada Stonewood Group Inc. Full timeOur client is a large, multidisciplinary professional services firm that delivers a comprehensive range of technical and strategic services, including consulting, information technology, engineering, process development, as well as project and construction management to various heavy industrial sectors. Major corporations around the world recognize our...
-
Director, Facilities Planning
6 days ago
Brampton, ON, Canada Exp Global Inc. Full timeDirector, Solid Waste Management Engineering As a team of engineers, architects, designers, scientists, creators and a community of professionals, we bring diverse and talented people together to solve the world’s most complex challenges. Here, you join a team that leverages differences, harnesses their entrepreneurial spirit in an employee-owned company,...
-
Toronto, Canada Mandrake Full timeJoin a thriving organization that takes its clients to truly unique places and provides a great customer experience. The company serves a discerning global clientele who want to explore unique areas of the world – truly bucket-list trip(s)! As Sr. Director, Global Inside Sales you will be responsible for leading and inspiring the inside sales team who...
-
Toronto, Canada Mandrake Full timeJoin a thriving organization that takes its clients to truly unique places and provides a great customer experience. The company serves a discerning global clientele who want to explore unique areas of the world – truly bucket-list trip(s)! As Sr. Director, Global Inside Sales you will be responsible for leading and inspiring the inside sales team who...
-
Toronto, Canada Mandrake Full timeJoin a thriving organization that takes its clients to truly unique places and provides a great customer experience. The company serves a discerning global clientele who want to explore unique areas of the world – truly bucket-list trip(s)! As Sr. Director, Global Inside Sales you will be responsible for leading and inspiring the inside sales team who...
-
Senior Global Development Scientist Director
2 weeks ago
Mississauga, ON, Canada AstraZeneca Full timeJob Title: Senior Global Development Scientist Director Locations: In Office in one of these locations - Boston Seaport, Warsaw PO, Barcelona SP or Mississauga CA As a Senior Global Development Scientist Director (SGDSD) you will independently provide scientific and clinical input to all aspects of late stage product development. This includes but is...
-
Community Housing
3 weeks ago
Ottawa, ON, Canada Stonewood Group Inc. Full timeCommunity Housing – Director Project Implementation THIS SEARCH WAS SUCCESSFULLY COMPLETED. About the Client Based in Ottawa, our client is one of the largest social housing providers in Ontario and the second largest in Ontario, providing nearly 15,000 homes for about 32,000 seniors, parents, children, singles and persons with special needs. ...
-
Global Financial Crimes
5 days ago
Toronto, ON, Canada Bank of America Full timeJob Description: At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities, and shareholders every day. One of the keys to driving Responsible Growth is being a great place to...
-
Remote Senior Director of Sales
1 week ago
Toronto, Canada Lumi Global Full timeLumi is a global B2B brand and the leading digital platform facilitating in-room, hybrid, and virtual AGMs and investor relations meetings for the world's largest corporations and membership organizations. Our platform offers a comprehensive solution that digitizes the entire lifecycle of AGMs and investor meetings, enabling sophisticated meeting...
-
House Director
2 weeks ago
Toronto, ON, Canada hireVouch Full timeDirector of Business Systems Our client is a global leader in professional services, and is looking for a Director of Business Systems – Client Service Delivery. This individual will oversee the systems used in Canada to support business services provided to clients in Audit, Tax, Enterprise, and Advisory. These systems are custom proprietory...
-
House Director
2 weeks ago
Toronto, ON, Canada hireVouch Full timeDirector of Business Systems Our client is a global leader in professional services, and is looking for a Director of Business Systems – Client Service Delivery. This individual will oversee the systems used in Canada to support business services provided to clients in Audit, Tax, Enterprise, and Advisory. These systems are custom proprietary technology...
-
Director of Business Systems
2 weeks ago
Toronto, ON, Canada hireVouch Full timeDirector of Business Systems Our client is a global leader in professional services, and is looking for a Director of Business Systems – Client Service Delivery. This individual will oversee the systems used in Canada to support business services provided to clients in Audit, Tax, Enterprise, and Advisory. These systems are custom proprietory...
