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Strategic Account Growth Expert

2 weeks ago

Toronto, Ontario, Canada Tbwa ChiatDay Inc Full time

Company Overview:

Lightspeed is a leading provider of retail technology solutions, dedicated to helping merchants succeed in a rapidly changing market.

About the Role:

We are seeking a highly skilled Sr. Strategic Account Manager to join our team. As a key member of our NoAM Retail engagement team, you will be responsible for driving retention and expansion of your book of business, consisting of Lightspeed's highest valued customers.

Key Responsibilities:

  1. Account Ownership: Act as a single point of contact and account owner for Lightspeed's largest and highest valued customers.
  2. Strategy Development: Own and drive the strategy for each customer in your book of business.
  3. Retention and Expansion: Responsible for Net Revenue Retention of book of business, including renewal and expansion.
  4. Customer Relationships: Establish and maintain strong relationships with Lightspeed customers, with a strong understanding of the client's business, goals, and objectives.
  5. Business Reviews and Success Plans: Plan and deliver Business Reviews and Success Plans, pulling in Strategic Account Executives as needed.
  6. Customer Data Analysis: Monitor customer usage data, go-live dates, and health indicators and translate them into strategies for account retention and growth.
  7. Collaboration and Advocacy: Work cross-functionally with internal teams to provide second-to-none customer satisfaction and resolution for at-risk events, and advocate industry and customer needs within the Lightspeed organization.
  8. Continuous Improvement: Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps.

Requirements:

  1. Experience: Minimum 7+ years experience in an enterprise-level Customer Success and/or Account Management role in B2B environments.
  2. NRR Experience: Experience exceeding a retention and growth (NRR) target for a valuable book of business.
  3. Team Leadership: Experience contributing to or owning initiatives that will help build the foundation of a new team.
  4. Adaptability: Resourcefulness with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly.

Preferred Qualifications:

  1. Bachelor's Degree: Bachelor's degree in a relevant field.
  2. Industry Expertise: Experience in a fast-paced SaaS and/or technology-related field, or industry expertise in retail.