Senior Manager, Strategic Implementation

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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 Senior Manager, Strategic Implementation (Retail), to oversee the successful implementation, expansion, and upgrade of Lightspeed’s Key customers. These global teams are part of the customer's organization that are on the front line of engaging with our most prestigious customers throughout their onboarding journey and long-term adoption.

The Role

Reporting to the Director, Customer Success, this critical role is responsible for overseeing the successful onboarding, customization needs, and ongoing support for Lightspeed Retail's most strategic customers in North America. The ideal candidate will possess a strong technical background, exceptional leadership skills, and a proven ability to drive customer success through complex strategic implementations.

This role will focus on delivering a best-in-class professional services experience for our clients and requires excellent strategic, analytical, and business process skills to effectively grow and nurture our expanding team and customer base.

What you’ll be doing:

• Provide guidance and direction to the Strategic Implementation teams on strategy, playbook and day-to-day execution. 
• Accountability for North America Professional Services team, including, monthly, quarterly and annual targets,  employee performance, coaching and development
• Accountability for global implementation and Professional Services strategies
• Accountability for the Customization Team Strategy
• Works closely with Customer Support, Customer Success, and Sales to ensure a smooth hand-off of Key accounts and long-term adoption.  
• Implement and manage a results-based performance program to oversee the quality and accuracy of interactions with customers, including participation in calibration and validation sessions.
• Improve productivity by highlighting deficiencies and recommending changes to tools, processes, reporting, and employee engagement.
• Maintain a mindset of continuous improvement and monitor the efficiency of processes as well as customer and employee satisfaction.
• Execute ongoing development activities to ensure customers are met with friendly and knowledgeable employees.
• Provide technical expertise, coaching, guidance, and training to team members.
• Drive customer service excellence and Strategy for the global team
• Act as an escalation point to resolve customer issues and/or disputes and ensure that Escalation processes are well implemented globally, and liaise with functional leaders.
• Refine the KPIs and metrics with evolving business needs.
• Work in lockstep with the Customers team, Support, and Sales to provide weekly updates on the KPI’s that matter. 
• Work closely across the business and contribute to the development of all areas of Lightspeed’s Go-To-Market motion. 

What you need to bring:

We’re a team of 31 people located globally.

• 5+ years’ work experience within a SaaS company.
• 5+ years leadership skills, and management of large global teams
• Experience scaling teams and processes in a growing company and a fast-paced environment.
• Experience or knowledge of customer implementation best practices within a SaaS environment.
• Knowledge of support ticketing and management tools with the ability to pull KPIs, create reports, and provide analysis.
• Experience with developing and managing a department expense budget.
• Experience in leading Services teams
• Resourceful with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly.
• Excellent communication, facilitation, presentation, and negotiation skills in English. As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.
• Passion for building strong professional relationships.
• Ability to strategize outside the box and think conceptually in a fast-paced organization.
• Ability to lead by influence with global and cross-functional teams.

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

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.