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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!
Lightspeed is seeking a full-time Account Manager to join its Hospitality Engagement team. Your primary objective will be to drive retention and expansion of your book of business consisting of Lightspeed’s highest valued customers.
As the trusted partner for your customers you will take a collaborative approach to understanding their goals and challenges. You aim to provide consistent value throughout the customer journey, building strong, long-term relationships that are grounded in mutual trust, and that make every customer feel valued. Your ultimate goal is to help our customers achieve their desired outcomes, ensuring enduring partnerships and sustained business growth.
What you’ll be doing:
- Act as single point of contact and account owner for Lightspeed’s largest and highest valued customers
- Responsible for driving product adoption and Net Revenue Retention of book of business
- Plan and deliver Quarterly Business Reviews and Success Plans
- Monitor customer usage data, go-live dates, health indicators and translate into strategies for account retention and growth
- Identify and guide customers through their upgrade path including growth opportunities within, and suggesting additional products/integrations/ services to meet client needs.
- Advocate industry and customer needs within the Lightspeed organization to support and enable the prioritization and timely investment in innovation
- Own, manage and drive key customer accounts
- Establish and maintain strong long term relationships with Lightspeed customers with a strong understanding of client’s business, goals and objectives
- Work cross functionally with internal teams including but not limited to implementation, support and product, to provide second-to-none customer satisfaction and resolution for at-risk events
- Own and drive the strategy for each customer in your book of business
- Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps
What you need to bring:
- 2+ years experience in enterprise level customer success , account management, sales development representative or similar role
- Understanding of solution-based consultative sales and customer success in a SaaS environment;
- Professional poise and confidence while communicating with executives;
- Great task and time management skills
- Exceptional interpersonal skills with an ability to build and maintain strong client relationships.
- As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.
Even better if you have, but not necessary
- Bachelor’s degree in a relevant field
- Experience in a SaaS and/or technology-related field
- Ability to use Salesforce, Churn Zero and other technologies to manage and organize customer / pipeline;
- Industry expertise in retail/hospitality
How you will succeed:
- Meet your expansion added recurring revenue targets
- Maintain a healthy Net Revenue Retention (NRR)
- You turn a complex situation into an opportunity
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 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 and (not) hungry:
- Lightspeed RSU program (we are all owners)
- Unlimited paid time off policy
- Flexible working policy
- Health insurance
- Health and wellness benefits
- Possibility for transit fees to be covered
- Paid leave assistance for new parents
- Linkedin learning
- Volunteer day
#LI-TL2
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.
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