Manager, Field Implementation (German speaking, Berlin, m/f/x)

Hi there! Thanks for stopping by 👋

Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! 

We are looking for a dynamic and visionary Manager of Field Implementation to take on a pivotal role in driving our ambitious growth across EMEA. As we roll out a new go-to-market strategy, this role will be essential in refining and scaling our Field Implementation Consultant function to meet the demands of explosive sales growth. You will play a key part in transforming existing processes into a scalable, high-performance framework that will enable the success of a growing team working directly onsite with our customers.

What You’ll Be Responsible For:

Developing the Role & Playbook:

• Design and establish the framework for the Field Implementation function across EMEA, tailoring the role to address the unique needs of customers and markets within the region.
• Build and refine scalable processes that ensure a consistent and efficient approach to implementation across diverse markets.
• Create a playbook that sets clear expectations, deliverables, and best practices for the team, ensuring alignment with both customer needs and internal objectives.

Customer-Focused Field Implementation:

• Ensure your team effectively manages the entire implementation process, from onboarding to transactional go-live, prioritizing customer satisfaction and success at every stage.
• Provide guidance and support to your team in the field, ensuring they adopt a customer-first approach by deeply understanding client needs and adapting solutions to fit on-site requirements.
• Serve as the primary escalation point for complex or high-impact implementations, empowering your team to solve challenges while collaborating with cross-functional teams to resolve critical issues quickly and efficiently.

Collaboration with Sales & Cross-Functional Teams:

• Partner closely with the Sales team, aligning on customer expectations, timelines, and the handoff process to ensure smooth transitions from Sales to Implementation.
• Regularly collaborate with Product, Support, and Marketing teams to provide feedback based on customer outcomes, ensuring continuous improvement of the customer experience.

Team Leadership & Growth:

• Oversee and manage a team of Field Implementation Consultants across EMEA, ensuring they deliver seamless, high-quality customer implementations with a focus on on-site support.
• Set clear performance goals for the team and provide ongoing feedback and development opportunities to ensure team members excel in their roles.
• As the business grows, develop strategies to scale the team and adapt processes to meet the demands of new markets and customers.
• Lead the recruitment and onboarding of a team of 18+ Field Implementation Consultants across the EMEA region to support our aggressive growth strategy.
• Collaborate with Talent Acquisition to develop and execute a recruitment strategy, ensuring we attract top talent with the right skills and cultural fit for the team.
• Actively participate in the full hiring process, including conducting interviews, assessing candidates, and making final hiring recommendations.

Operational Efficiency & Continuous Improvement:

• Monitor and report on key performance indicators (KPIs) related to implementation, team productivity, and customer satisfaction.
• Use data and customer feedback to refine and improve the implementation process, identifying potential bottlenecks and proactively addressing them.
• Ensure operational efficiency through the use of technology, process improvements, and the standardization of best practices across the team.

Stakeholder Management:

• Act as the key point of contact for senior leadership regarding the EMEA Field Implementation team’s performance and strategic direction.
• Build strong, trust-based relationships with customers across the region, ensuring their business needs are met and they experience a smooth transition to our platform.

What You’ll Bring to the Team:

• Experience in Customer Implementation, Customer Success, or Field Operations, ideally within the POS, Payments, or FinTech industry. With a minimum of 2 years leading. 
• Proven experience in building and managing high-performing teams, with a focus on coaching, mentoring, and driving continuous improvement.
• Experience working directly with customers in the field, understanding their unique needs and challenges, and translating those into successful implementation strategies.
• Strong collaboration skills, with a proven ability to work closely with Sales and other internal teams to drive alignment and results.
• Excellent communication and leadership skills, with the ability to influence at all levels of the organization.
• Strategic thinking and problem-solving abilities, with a proactive approach to anticipating challenges and driving solutions.
• Willingness to travel across EMEA as needed to meet with customers and manage the team.
• Fluency in German & English is required.

What’s In It For You:

Come live the Lightspeed experience...

• Genuine career opportunities in a company that’s creating new jobs every day;
• Work in a team large enough for growth but lean enough to make a real impact;
• Exposure to modern and proven technology;
• Ability to work and grow in a truly flexible environment;
• Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed culture, a true Canadian tech success story.

… and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:

• Lightspeed equity scheme (we are all owners)
• Health & Wellness Credit- expense up to 400 EUR per year towards your gym membership, yoga classes, a new bike or whatever else you do for your health 
• Mental Health Support through the Modern Health App- whether it is meditation, coaching or counseling you need - each employee gets access to this platform 
• People Experience - Our PX benefit allows you to work from pretty much anywhere in the world for 60 days a year 
• LinkedIn Learning: At Lightspeed we believe in having a growth mindset, we provide free access to LinkedIn learning along with your career GPS to help you learn & grow
• Subsidy to annual travel pass if you travel by public transport to the  Berlin office 
• Regular breakfast or lunches, drinks & snacks in our Berlin office 

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.