Global Director, Customer Implementation (Retail)

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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 Global Director, Customer Implementation (Retail), to oversee the successful implementation, expansion and upgrade of Lightspeed customers from SMB’s, to Enterprise level. The global teams are part of the customer's organization who are on the front line of engaging with customers throughout their onboarding journey and ensuring a successful onboarding experience. 

The Role

Reporting to the Senior Vice President of the Customers Organization this mission-critical role is responsible for leading and re-shaping Lightspeed’s Implementation teams globally, as they onboard Lightspeed customers as well as setting the global strategy.

The onboarding team is responsible for preparing and supporting customers to leverage all of the features in their POS as well as assisting with at-risk accounts and identifying opportunities for account growth. They must develop a deep understanding of the typical business challenges the customer faces and be skilled at setting the right expectations and ensuring that we meet those expectations.

This role will focus on providing a best-in-class implementation experience for our clients and requires excellent strategic, analytical and business process skills in order to effectively grow and nurture our growing team and customer base.

What you’ll be doing:

• Provide guidance and direction to the Global onboarding teams on strategy, playbook and day-to-day execution. 
• Accountability for North America onboarding team, including, monthly, quarterly and annual targets,  employee performance, coaching and development
• Accountability for global implementation strategy
• Accountability for global Professional Services strategy
• Works closely with Customer Support, Customer Success, and sales to ensure a smooth hand-off of accounts.  
• 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 70 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.
• Resourceful with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly.
• Excellent communication, facilitation, presentation, and negotiation skills.
• 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!

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