Senior Manager, Account Management

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’re looking for a Senior Manager, Account Management at Lightspeed, you’re part of our NoAM Go-To-Market team and you play a critical role in ensuring our customers receive a consistent and exceptional level of customer experience throughout the customer journey, tailored to the needs of each cohort, by leading our Account Management team.

What you’ll be doing:

• As the manager of this group, you are accountable for the overall success of your team’s book of business and provide strategic leadership across both the Account Management teams to ensure our merchants have dedicated ongoing support and partnership 
• Drive the team to consistently hit Net Retention and Revenue targets, while delivering a best-in-class customer experience
• Serve as a point of escalation for customer service concerns or churn risks related to the merchants in your team's book of business. 
• Oversee and maintain customer profiles, engagement outreach strategies, and churn forecasting 
• Act as a coach and guide to the Account Management team to provide strategy and overall direction to sustain high team performance (Pipelines, forecasting, and activities)
• Oversee that team KPIs and performance metrics are achieved on a monthly and quarterly basis
• Develop strategies around sales activity to effectively provide feedback around KPIs to pass back to Sales and Marketing Directors.
• Collaborate cross-functionally to ensure successful implementation and communication of new processes and procedures. Be a leading customer advocate within Lightspeed: identify common customer challenges and partner with other departments to develop solutions
• Partner with key internal stakeholders including launch, support, sales, and IS to ensure our customers are provided with a leading customer experience

What you need to bring:

• Experience in a relevant sales role, with a bias towards coaching and development to get the best out of people
• Relevant work experience in an industry like IT solutions, software sales, e-commerce, point,t of sale retail, or technology
• Strong stakeholder management skills, with a demonstrated ability to build and maintain positive relationships with various stakeholders
• Extensive experience selling SaaS.
• Strong stakeholder management and communication skills
• A data-driven approach to problem-solving
• The hunger to learn across the core areas of your domain, to synthesize insights from your learnings, and to leverage those insights in your team
• Highly collaborative and effective team member
• Clear and consistent communication and stakeholder management skills
• Strong analytical skills
• Pragmatism & attention to detail
• Committed to a culture of positivity and high performance
• Excellent written and verbal communication
• Professional poise and confidence while communicating with customers and stakeholders
• Value feedback and thrive on constant improvement and learning
• Strong work ethic, and a self-driven desire to succeed

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
• 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