Implementation Coordinator

The Launch Coordinator is the first point of contact for new hospitality customers until they are successful users of our platform. The main focus is to ensure prompt organisation of calls and case assignment between customers and consultants whilst providing an organised “go between” for our Implementation teams, sales teams and customers. The Launch Coordinator provides close support for consultants, ensuring customers are moving at the correct pace through their onboarding journey and have the correct documentation completed to ensure they are transactional in line with departmental targets.

Lightspeed powers the businesses that are the backbone of the global economy.

Our one-stop commerce platform transforms and unifies digital and physical operations by enabling multichannel sales, expansion to new locations, global payments, financial solutions and connection to supplier networks. With the Lightspeed commerce platform, merchants in retail and hospitality can build thriving businesses for the future.

In line with our vision to help our customers get value out of our platform faster, we’re committed to investing in building a world-class team across Europe. As a Launch Coordinator, you will be part of our highly motivated and experienced EMEA Customer Launch team (40+ amazing colleagues). Therefore, there are lots of growth possibilities for the right candidate!

We're passionate about enabling people to do their best work. We dream big, and we're looking for people who do the same. With us, career milestones happen often and we celebrate every one. Come work with us and find out where your career will take you at Lightspeed!

• Take an active role in the end-to-end onboarding process for new businesses, ensuring a smooth and seamless transition onto the software platform. This includes working closely with Implementation consultants and customers to establish clear timelines, deliverables, and expectations.
• Provide close support for our customers through the use of Intercom, ensuring response times are in line with agreed SLA’s 
• Act as a main point of contact for customers through the live chat support function of Intercom, providing timely and effective communication, addressing inquiries, and resolving any issues or concerns that may arise in real time.
• Continuously monitor the progress of onboarding implementations, tracking key metrics and milestones to ensure projects are on track and any potential risks or issues are identified and addressed proactively.
• Maintaining detailed documentation of customer interactions across various internal tools in order to track follow-ups with customers, and ensure transparency across the department.
• Scheduling internal resources to complete project-related tasks, such as the hardware installation, starting the customer billing cycle, or setting up payment processing.

And a little bit of.... 

• Contributing as part of the wider team to achieve organisational objectives, even if this means doing things that aren’t strictly within the scope of your role.

How you will know you are kicking ass:

• Monthly team targets achieved; hitting our total added MRR target per month
• Coordinator CSAT score above 90%.

• 0–2 years of experience working with B2B customers, preferably in a solution-sales / technology-related environment;
• Excellent spoken and written English 
• Past hospitality experience is a plus.
• Experience managing multiple projects with competing priorities

What will help you kick ass in this role?

• Ability to thrive in a competitive team environment and proactively add value through action
• Results-driven, metrics-oriented, and resourceful;
• Passion for people and technology;
• Strong organisational and multitasking skills.
• Accountable and solution orientated 

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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. For a glimpse into our world check out our career page here.

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.