Senior Manager, Professional Services at Lightspeed Commerce

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Retail, Technology, CommerceIndustries

Requirements

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
Experience in leading Services teams
Resourceful with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly
Excellent communication, facilitation, presentation, and negotiation skills in English (fluency required as a working language)
Passion for building strong professional relationships
Ability to strategize outside the box and think creatively

Responsibilities

Provide guidance and direction to the Strategic Implementation teams on strategy, playbook and day-to-day execution
Accountability for North America Professional Services team, including monthly, quarterly and annual targets, employee performance, coaching and development
Accountability for global implementation and Professional Services strategies
Accountability for the Customization Team Strategy
Work closely with Customer Support, Customer Success, and Sales to ensure a smooth hand-off of Key accounts and long-term adoption
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

Skills

Professional Services

Customer Success

Team Leadership

Strategic Implementation

Performance Management

Business Process Improvement

Customer Onboarding

Customization Strategy

Analytical Skills

Coaching

Calibration Sessions

Lightspeed Commerce

Provides software solutions for retailers and restaurateurs

About Lightspeed Commerce

Lightspeed Commerce provides software solutions designed specifically for small and medium-sized businesses in the retail and restaurant sectors. Their main products include point-of-sale systems, inventory management tools, and analytics features that help businesses operate more efficiently and engage with customers effectively. These tools work together to streamline operations, allowing businesses to manage sales, track inventory, and analyze performance data all in one place. Unlike many competitors, Lightspeed focuses on a subscription model for its services, which includes ongoing support and updates, as well as transaction fees for payment processing. The company's goal is to enhance global commerce by empowering SMBs with the technology they need to thrive in a competitive marketplace.

Amsterdam, NetherlandsHeadquarters

2005Year Founded

$2.1MTotal Funding

SERIES_ACompany Stage

Enterprise Software, FintechIndustries

1,001-5,000Employees

Benefits

Health Insurance

Unlimited Paid Time Off

Flexible Work Hours

Paid Leave

Extended Healthcare Benefits

Mental Health Support

Lightspeed Equity Scheme

Health & Wellness Credit

Volunteer Day

Risks

Increased competition from SpotOn in the restaurant POS market.

Adyen's Tap to Pay on iPhone poses a threat to Lightspeed's payment solutions.

Candis's financial management solutions could attract Lightspeed's target market.

Differentiation

Lightspeed offers a unified platform for both retail and hospitality businesses.

The company integrates online and offline sales channels for seamless operations.

Lightspeed's subscription model provides consistent revenue through software and transaction fees.

Upsides

Growing demand for unified commerce platforms aligns with Lightspeed's offerings.

Rise of contactless payments presents expansion opportunities for Lightspeed's payment solutions.

Subscription-based models are trending, benefiting Lightspeed's recurring revenue strategy.

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