Field Implementation Manager

7 days ago

Montréal, Canada Lightspeed Full time

Hi there Thanks for stopping by

Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place

As a Field Implementation Manager you will ensure that restaurateurs that purchase Lightspeed K-Series are successfully onboarded and get the most out of our product, through in-person training, configuration and hardware installation services. Ultimately, you will partner with the restaurateur to provide a positive customer experience and maximize customer retention.

What you’ll be responsible for:

- Train and guide restaurateurs in-person to ensure their product instance is set up for success and they are successfully using our product
- Install the K-Series Lightspeed product hardware
- Collaborate closely with designated Field Account Executives to understand restaurateur needs and ensure a warm hand-off from sales.
- Consistently achieve activation (onboarding success) and onboarding CSAT targets and SLAs and deadlines for restaurant go-live dates
- Maintain a high level of customer satisfaction through each stage of the post-sales relationship, including onboarding, follow-ups, and hand-off to customer success.
- Work with the restaurateur to understand their needs and ensure their workflows are set up for success, including guidance on best practice workflows
- Ensure each restaurateur in your cohort has their product and customer data correctly set up and their integrations are set up correctly
- Stay up to date with the product and hospitality best practices
- Identify upgrade opportunities for payments, 3rd party add-ons and plan upgrades as appropriate
- Conduct scoping calls (when needed) pre-sale to determine restaurateurs set up needs
- Stay up to date with product offerings and continuously educate yourself and fellow team members
- Documenting feedback to Product, Sales, and Operations to ensure we continuously improve our onboarding experience
- Contribute as part of the wider team to achieve organizational objectives
- Travel 4-days a week to visit your customers provide training, configuration, and installation services

What you’ll be bringing to the team:

- Previous experience in a customer success role; experience in delivering training and professional services is a huge asset
- Excellent time management and organizational skills
- Exceptional communication (verbal and written) and presentation skills
- Deep technical knowledge of hospitality industry
- Ability to deliver results

Even better if you have, but not necessary:

- Self starter that seeks to identify and improve processes
- Knowledge and experience with Restaurant POS

What’s in it for you?
- The opportunity to build a strong and layered team of talented people from intern to senior contributors and managers
- The opportunity to shape the practices and inspire an existing team of eleven in their everyday activities
- The opportunity to hire and grow the team beyond its current headcount as our business continues to grow
- The opportunity to define, in close collaboration with product and engineering leadership, the vision of our product experience for restaurateurs and hospitality businesses of all kinds

and enjoy a range of benefits that’ll keep you happy & healthy:

- 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
- Access to LinkedIn learning
- Volunteer day

LI-DS1

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day..

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.

Who we are:
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.
- Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.

Lightspeed handles your information in accordance with our Applicant Privacy Statement.

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