Implementation Consultant (Chicago)

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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 an Implementation Consultant in Chicago to join our Launch Services team! Reporting to the Team Lead, you will be responsible for overseeing the steps of the customer's onboarding process from start to finish. You will serve as the main point of contact for customers during the onboarding process. As a part of the team, your contribution will have a direct impact on some of our largest customers’ quest to enter the cloud era.

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 responsible for:

• Acting as the implementation’s technical main point of contact for our customers. 
• Providing remote and in-person implementation & support to our customers across all of NoAM
• Delivering remote and onsite implementation & technical support services to customers who purchased a field package.
• Managing your own segment of customers through the onboarding process and ensuring timely completion.
• Consistent communication with the customer on the status of the implementation and send reminders of upcoming training dates
• Updating customer records in our CRM and other web-based tools to reflect project updates and timelines
• Working closely and coordinating with internal and external resources to complete project-related tasks, such as the hardware installation, software integrations, etc.
• Using consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution.
• Working closely with other members of the Launch Services team, as well as the Manager and Team Lead, to best handle day-to-day situations to better customer experiences.
• Ensuring great customer satisfaction ratings.

What you need to bring:

We’re a team of 15 people located in North America. Be part of the golf technology revolution by providing the best service and technology in the industry to golf courses across the globe! Our implementation team is driven, hard working and always willing to go the extra mile. So, if you are looking to work with incredible people every day, you have come to the right place. 

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

• Tech-savviness and a genuine interest in technology advancements, especially as it pertains to hardware and software.
• Strong knowledge of the Golf Industry.
• Intermediate knowledge of network infrastructures in a business environment.
• 3+ years of customer service experience in a technical support role.
• Excellent verbal and written communication skills in English
• Polished presentation with impeccable people skills: ability to work with C-Level executives in person. 
• Ability to handle multiple implementation projects at various phases in their customer journey. 
• Ability to convey a customer-focused attitude.
• Proven troubleshooting skills.
• Ability to manage technical escalations of at-risk accounts and identify opportunities for growth.
• Flexibility in your schedule to work: travel expected approximately 60% of the time. 

Even better if you have, but not necessary:

• Experience with the Retail, Hospitality or Golf industries
• Technical background and experience in POS, SaaS, networking and/or software.
• Understands the sales cycle and customer journey in a SaaS environment.
• Experience with Hubspot
• Experience with ChurnZero

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!

Come live the Lightspeed experience...

• Ability to do your job in a truly flexible environment;
• Genuine career opportunities in a company that’s creating new jobs everyday;
• 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:

• Lightspeed RSU program (we are all owners)
• 401 contribution
• Flexible working policy
• Health insurance
• Health and wellness benefits
• Paid leave assistance for new parents
• Access to LinkedIn learning

At Lightspeed, we carefully consider a wide range of factors when determining compensation, including your skillset, qualifications, experience, and market data. These considerations can cause your compensation to vary. We reasonably expect the base salary for this position to be in the range of $47,500 to $59,500 USD, depending on the candidate’s location. Additionally, this role may be eligible for discretionary short-term and long-term incentives. Lightspeed also provides a variety of employee benefits including, but not limited to, medical, dental, wellness, life and disability insurance, 401K plan and match, paid parental leave top-up, and paid time off. 

Please note that this salary information is solely for candidates hired to perform work within the United States, and refers to the amount Lightspeed is willing to pay at the time of this posting, which may vary depending on the candidate’s actual location. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

#LI-KM1

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.