Implementation Specialist

1 week ago

Montreal, Quebec, Canada Lightspeed Full time

About the Role

We are seeking a highly skilled and customer-focused Implementation Specialist to join our Launch Services team at Lightspeed. As an Implementation Specialist, you will play a critical role in overseeing the onboarding process for our customers in the golf industry, ensuring a seamless and successful implementation of our products.

Key Responsibilities

  • Design and configure customer food and beverage menus to meet their specific needs
  • Schedule and facilitate one-to-one and one-to-many training sessions on back office configuration, menu editing skills, and POS terminal workflows
  • Educate and train customers on the use of our POS settings and configuration tools
  • Update customer records in various web-based tools to reflect new information and implementation timelines
  • Work closely with cross-functional teams, including Sales, Customer Success, and Support, to improve the onboarding process
  • Evaluate customer comprehension and adjust teaching methods to accommodate diverse learning styles
  • Build and maintain active relationships with customers to enhance their satisfaction, business growth, and overall experience
  • Maintain a high level of customer satisfaction through each stage of the post-sales relationship, including onboarding, follow-ups, and hand-off

Requirements

  • Knowledge of the golf industry or experience as an avid player
  • Experience in customer-facing activities, preferably in a B2B environment
  • Experience in restaurant or hospitality management
  • Experience in training, teaching, onboarding, or facilitating orientation sessions
  • Ability to quickly learn, understand, and teach technical concepts
  • Strong problem-solving skills to ensure customers use our POS to its full capacity
  • Excellent communication skills in English and French, both spoken and written

Preferred Qualifications

  • Previous experience in a technical role, such as software, IT, or tech support
  • Previous experience with POS configuration and back office POS management
  • Knowledge of Apple tools, web technologies, and networking
  • Experience with Google Suite (Sheets, Docs, etc.)
  • Basic knowledge of Property Management Systems (hotels)
  • Understanding of payment processing solutions and potential troubleshooting scenarios
  • Knowledge of system integration through API
  • Good understanding of restaurant point-of-sale technologies
  • Understanding of the sales cycle and customer journey in a SaaS environment

What We Offer

  • A truly flexible hybrid work environment, with the option to work from home three days a week
  • Genuine career opportunities in a company that's creating new jobs every day
  • A team that's big enough for growth but lean enough to make a real impact

Benefits

  • 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

About Us

Lightspeed is a leading commerce platform that powers the businesses that are the backbone of the global economy. 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.

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