Senior Implementation Specialist

Job description

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 customer-focused Senior Implementation Specialist to join the Launch Services team for our Golf product. Reporting to the Manager, you will be responsible for overseeing the steps of the customer’s hospitality onboarding process from start to finish. You will be leading onboarding sessions and helping with account configurations of various types.

As a Senior Implementation Specialist, there will be a focus placed on conducting both remote and on-site onboarding sessions with our customers in either one-to-one or one-to-many meetings. Your day-to-day will consist of both conducting sessions and also facilitating the configuration of the point of sale back office. Senior Implementation Specialists’ goal is to help customers understand the POS software and facilitate the overall setup, with the ultimate goal of a successful and positive implementation of our products.

Please note, there is a component of this role that requires travel. You are therefore required to possess a valid passport, driver’s license, as well as have access to a vehicle to operate in this role.

What you’ll be doing:

• Schedule and facilitate one-to-one and one-to-many training sessions with topics including back office configuration, menu editing skills, and POS terminal workflows.
• Deliver remote and on-site implementation & technical support services to our customers
• Educate and train customers on use of the POS settings and configuration tools (L-Series and K-Series)
• Design and configure customer food & beverage menus
• Managing and supporting strategic accounts to drive success
• Reliable subject matter expertise with deep knowledge of Hospitality industry best practices and trends.
• Mentor, coach, and develop team members while cultivating a culture of continuous learning and professional growth.
• Update customer records in Hubspot, ChurnZero and other web-based tools to reflect new information and Implementation timelines
• Work closely with Implementation Specialists & Consultants, Managers, and Team Leads, as well as cross-functionally with Sales, Customer Success, Support, and Product teams, to effectively navigate day-to-day challenges and enhance the customer experience.
• Evaluate customer comprehension and adjust teaching methods to empower a vast array of personalities and learning styles
• Build and maintain active relationships with the customers to further their satisfaction, business and growth
• Maintain a high level of customer satisfaction through each stage of the post-sales relationship, including onboarding, follow-ups, and hand-off
• Expecting to travel to customers for implementation & support up to 40% of the time across all of NOAM.

What you need to bring:

• Strong experience with customer service in a technical support role.
• Experience in Restaurant/Hospitality
• Experience in a technical role (software, IT, tech support)
• Experience in training, teaching, onboarding or facilitating orientation sessions
• Polished presentation with impeccable people skills: ability to work with C-Level executives
• Ability to handle multiple implementation projects at various phases in their customer journey
• Strong problem-solving skills with the ability to navigate complex challenges that will ensure customers use their POS to its full capacity
• Good knowledge of network infrastructures in a business environment
• Ability to quickly learn, understand and teach tech concepts
• Excellent communication skills in English - spoken and written. As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.
• Flexibility in your schedule to work: travel expected up to 40% of the time.

Even better if you have, but not necessary:

• Knowledge of the Golf Industry or avid player
• Previous experience with POS configuration and back office POS management
• Good understanding of Restaurant Point of Sale technologies
• Knowledge of Apple tools, web technologies, and networking
• Experience with Google Suite (Sheets, Docs, etc.)
• Basic knowledge of Property Management Systems (hotels)
• Understanding of payment processing solutions and potential troubleshooting scenarios.
• Knowledge of system integration through API
• Understanding of the sales cycle and customer journey in a SaaS environment
• Excellent communication skills in French - spoken and written

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

At Lightspeed, we carefully consider a wide range of factors when determining compensation, including your skill set, qualifications, experience, and market data. These considerations can cause your compensation to vary. We reasonably expect the total compensation for this position to be in the range of $60,000 - 73,000 CAD . Lightspeed also provides a variety of employee benefits including, but not limited to, medical, dental, wellness, life and disability insurance, RRSP plan and match, paid parental leave top-up, and paid time off.

Please note that this compensation information is solely for candidates hired to perform work within Ontario and reflects the amount Lightspeed is willing to pay at the time of this posting. This role represents an existing vacancy at Lightspeed. Lightspeed uses artificial intelligence–enabled tools to support certain aspects of the recruitment process; all hiring decisions are made by our recruiting and hiring teams.

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.

Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.

Lightspeed handles your information in accordance with our Applicant Privacy Statement.