Senior Implementation Specialist

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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 customer-focused Senior Implementation Specialist to join the Launch Services team for our Golf product. Reporting to the Manager, you will be responsible for overseeing the steps of the customer's hospitality onboarding process from start to finish. You will be leading onboarding sessions and helping with account configurations of various types.

As a Senior Implementation Specialist, there will be a focus placed on conducting both remote and on-site onboarding sessions with our customers in either one-to-one or one-to-many meetings. Your day-to-day will consist of both conducting sessions and also facilitating the configuration of the point of sale back office. Senior Implementation Specialists' goal is to help customers understand the POS software and facilitate the overall setup, with the ultimate goal of a successful and positive implementation of our products.

Please note, there is a component of this role that requires travel. You are therefore required to possess a valid passport, driver's license, as well as have access to a vehicle to operate in this role.

What you'll be doing:

• Schedule and facilitate one-to-one and one-to-many training sessions with topics including back office configuration, menu editing skills, and POS terminal workflows.
• Deliver remote and on-site implementation & technical support services to our customers
• Educate and train customers on use of the POS settings and configuration tools (L-Series and K-Series)
• Design and configure customer food & beverage menus
• Managing and supporting strategic accounts to drive success
• Reliable subject matter expertise with deep knowledge of Hospitality industry best practices and trends.
• Mentor, coach, and develop team members while cultivating a culture of continuous learning and professional growth.
• Update customer records in Hubspot, ChurnZero and other web-based tools to reflect new information and Implementation timelines
• Work closely with Implementation Specialists & Consultants, Managers, and Team Leads, as well as cross-functionally with Sales, Customer Success, Support, and Product teams, to effectively navigate day-to-day challenges and enhance the customer experience.
• Evaluate customer comprehension and adjust teaching methods to empower a vast array of personalities and learning styles
• Build and maintain active relationships with the customers to further their satisfaction, business and growth
• Maintain a high level of customer satisfaction through each stage of the post-sales relationship, including onboarding, follow-ups, and hand-off
• Expecting to travel to customers for implementation & support up to 40% of the time across all of NOAM.

What you need to bring:

• Strong experience with customer service in a technical support role.
• Experience in Restaurant/Hospitality
• Experience in a technical role (software, IT, tech support)
• Experience in training, teaching, onboarding or facilitating orientation sessions
• Polished presentation with impeccable people skills: ability to work with C-Level executives
• Ability to handle multiple implementation projects at various phases in their customer journey
• Strong problem-solving skills with the ability to navigate complex challenges that will ensure customers use their POS to its full capacity
• Good knowledge of network infrastructures in a business environment
• Ability to quickly learn, understand and teach tech concepts
• Excellent communication skills in English - spoken and written. As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.
• Flexibility in your schedule to work: travel expected up to 40% of the time.

Even better if you have, but not necessary:

• Knowledge of the Golf Industry or avid player
• Previous experience with POS configuration and back office POS management
• Good understanding of Restaurant Point of Sale technologies
• 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
• Understanding of the sales cycle and customer journey in a SaaS environment
• Excellent communication skills in French - spoken and written

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

Be a changemaker

You'll enjoy:

• A flexible work environment that empowers you to do your best work (3 days a week in office)
• A culture that celebrates performance
• The chance to make an impact in a team that's big enough for career growth, but lean enough to make your voice heard
• Career-defining opportunities

Plus benefits designed to keep you happy, healthy and fulfilled.

• Flexible paid time off and remote work policies
• Equity options, because this is your company too
• Contributions to your pension plan. Your future matters
• Training opportunities to grow your skills and career
• Health and wellness credit so you feel your best
• Time off to volunteer and give back to your community
• Interest groups, employee led networks, social committees to sponsored sports teams
• Computer purchase program to get your personal Macbook
• Enhanced parental leave to support growing families
• Etc…

Fuel your growth. Find your people.

At Lightspeed, your growth is our priority. We invest in you with continuous learning opportunities, global mobility and benefits designed to support you—all within a driven, diverse and inclusive team that's passionate about empowering our communities