Strategic Accounts Coordinator

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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 Strategic Accounts Analyst to join our Strategic Accounts team in Montreal. You will be responsible for analyzing and managing data related to Lightspeed’s most important, high-value, or strategic customers. These are typically large or key accounts that contribute significantly to the business's revenue and growth. The role focuses on using data-driven insights to support the North American Retail Customer management team, drive customer retention, and identify opportunities for growth within these strategic accounts.
You will be supporting the Strategic Account Management (SAM) team in managing key accounts, driving strategic initiatives, and optimizing processes to ensure the success of your peers and our top-tier customers.

What you’ll be doing:

• Supporting SAM Team with High-Touch Accounts, and day-to-day inquiries: Assisting with account-specific requests, troubleshooting, or gathering necessary information to address customer needs quickly and efficiently. This can also include working closely with our customers on various initiatives, as well a cross-functional collaboration
• Administrative and Project Management Support: Tracking of overdue tasks, vetting customer lists for specific initiatives, and ensuring that SAMs are staying on top of their responsibilities.
• Process Optimization Identification: Identify process improvements within the SAM team, whether it's streamlining workflows, helping to implement new tools, or creating standardized procedures to make our team more efficient.
• Performance and data reporting: Reconciling and analyzing account performance data. This may involve pulling data from CRM systems, conducting analysis, and helping to build performance reports for customers or internal teams.
• Customer Success and Escalation Support: Monitoring and escalating high-priority tickets or issues that require urgent attention, supporting SAM to ensure timely resolution.
• Hardware and Launch Coordination: Assisting newly acquired customers with receiving hardware, coordinating logistics, and booking time with the launch team to ensure successful onboarding

What you need to bring:

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

• Minimum 2 years experience in a Customer Success and/or Account Management role in fast paced B2B environments
• Experience contributing to or owning initiatives that will help your customer facing team evolve and level-up
• Resourcefulness with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly
• Highly organized, a strong communicator, and proactive in addressing the teams’ needs while also improving internal processes.
• Strong interpersonal skills and emotional intelligence, with the ability to build rapport with your peers
• Ability to thrive under pressure, and juggle multiple priorities
• Excellent judgement and an ability to resolve conflict quickly and efficiently
• High attention to detail with strong analytical skills and an ability to translate data into insights 

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!

What’s in it for you?

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 and (not) hungry:

• Lightspeed share scheme (we are all owners)
• Immediate access to our benefits plan
• RRSP match after 3 months
• Fitness & Wellness benefit: $500 CAD per calendar year
• Unlimited Paid Time Off
• Parental leave Top-Up