Team Lead Customer Implementation

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 Team Lead, Customer Implementation (Retail) to join our Customer Launch team. You will be leading and coaching a team of Launch Team Members within the Retail vertical. The goal of this team is to ensure that all customers get successfully onboarded on the product, through establishing early stage customer satisfaction, trust, and product adoption.

What you’ll be doing:

• Act as a mentor to other members of the Onboarding team: provide guidance on their day-to-day tasks and ensure process is adhered to
• Oversee that team KPIs and performance metrics are achieved on a monthly and quarterly basis
• Actively contribute to the improvement of team procedures and processes; create and adapt customer-facing resources
• Lead by example to drive consistently high standards
• Be a customer advocate within Lightspeed: identify common customer challenges and partner with other departments to develop solutions
• Oversee all new hire onboarding to ensure they receive comprehensive training and develop resources, as required
• Conduct weekly coaching sessions, and monthly performance reviews
• Act as a liaison to other teams, making sure to keep the team aligned with future projects and relevant initiatives
• Mentor team on customer escalations, technical product related questions, and proactively get involved when needed to resolve any customer satisfaction issues

What you need to bring:

We’re a team of 50 people located in North America and Asia Pacific. As a team, our work has a direct impact on the customer journey, and we pride ourselves on ensuring that all customers are treated with the highest level of professionalism. Their success as a business is our success as a company!

We're looking for a candidate who has experience with the following:

• Experience in a leadership role
• Firsthand experience in a Customer Success/Onboarding role in B2B environments
• An understanding of the customer journey, including the importance of the customer experience throughout their lifecycle, specifically within onboarding.
• Demonstrated ability to work towards common goals and enable team members to deliver results
• Strong coaching and communication skills.
• Resourcefulness with the ability to anticipate change and proactively adjust priorities and strategies accordingly
• Polished communication skills in English, and ideally in French

Even better if you have, but not necessary:

• Bachelor’s degree in business, social sciences, or a related field
• Experience in a SaaS and/or technology-related field
• Knowledge of Mac OS X, iOS, G Suite, Salesforce, Zendesk, Calendly, and ChurnZero
• Industry expertise in retail/ecommerce

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 every day;
• 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
• Health insurance
• Health and wellness benefits
• Possibility for transit fees to be covered
• Paid leave assistance for new parents
• LinkedIn learning

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.