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Team Lead, Customer Implementation (All Genders)



Customer Service
Berlin, Germany
Posted on Thursday, May 16, 2024

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 Team Lead to join our Customer Implementation team in Berlin. As the Team Lead, you will play a crucial role in overseeing and managing a team of Implementation Consultants, Implementation Coordinators and Customer Configuration Specialists responsible for the remote deployment of our products and services.

** Please note this role is based in Berlin, Germany. **

What you’ll be doing:

  • Lead and mentor a team of Implementation Consultants, providing guidance, support, and training as needed
  • Collaborate with cross-functional teams to streamline processes and optimise project efficiency
  • Act as an escalation point for client issues, providing timely resolution and maintaining a high level of client satisfaction
  • Accountable for the performance of the DACH team; ensure that team KPIs and performance metrics are achieved on a monthly and quarterly basis
  • Monitor and assess the performance of the team against key performance indicators
  • Provide regular coaching and feedback sessions and conduct performance reviews to ensure continuous improvement, empowering team members with skills to improve their confidence, product knowledge, and communication skills
  • Be a customer advocate within Lightspeed and act as a liaison to other teams: identify common customer challenges, partner with other departments to develop solutions, making sure to keep the team aligned with future projects and relevant initiatives
  • Work closely with department leadership on delivering the longterm vision of the team

What you need to bring:

We’re a team of 10 people located in Germany and Netherlands. Our team is responsible for ensuring that all customers are successfully onboarded on our platform, through establishing early stage customer satisfaction, trust, and product adoption. We're looking for a Senior candidate who has experience with the following:

  • Experience in a leadership role
  • First-hand experience in a Customer Success/Onboarding role in B2B environments
  • An understanding of the customer journey, including the importance of the customer experience throughout their lifecycle, specifically within onboarding
  • Demonstrated ability to work towards common goals and enable team members to deliver results
  • Experience in a SaaS and/or technology-related field
  • Knowledge of Mac OS X, iOS, G Suite, Salesforce, Zendesk, and ChurnZero
  • Industry expertise in hospitality
  • Language skills Fluency in German and professional English

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...

  • Genuine career opportunities in a company that’s creating new jobs every day;
  • Work in a team large enough for growth but lean enough to make a real impact;
  • Exposure to modern and proven technology;
  • Ability to work and grow in a truly flexible environment;
  • Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed culture, a true Canadian tech success story

… and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:

  • Lightspeed equity scheme (we are all owners)
  • Health & Wellness Credit- expense up to 400 EUR per year towards your gym membership, yoga classes, a new bike or whatever else you do for your health
  • Mental Health Support through the Modern Health App- whether it is meditation, coaching or counseling you need - each employee gets access to this platform
  • People Experience - Our PX benefit allows you to work from pretty much anywhere in the world for 60 days a year
  • LinkedIn Learning: At Lightspeed we believe in having a growth mindset, we provide free access to LinkedIn learning along with your career GPS to help you learn & grow
  • Time off to volunteer and give back to your community
  • Transit benefit if you travel by public transport to the office
  • Healthy snacks and after work organized by the company
  • Health insurance with attractive guarantee plans

#LI-FD1 - Customer Success - Launch - Implementation - Customer Success

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.
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