Implementation Specialist
Lightspeed
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!
Lightspeed is seeking an Implementation Specialist to join the Customer Implementation Team based in Ghent. You will be the main point of contact for all new and existing customers during the launch and onboarding journey.
You will be responsible for the day-to-day activities associated with the onboarding of new customers, such as scheduling customer orientation sessions, and ensuring that all new customers get up running in a timely manner. As a Launch Coordinator, establishing early stage customer satisfaction and product adoption is imperative to the success of our customers. That is where you come in!
** Please note this role is based in Ghent, Belgium. **
What you’ll be responsible for
- The day-to-day of an Implementation Specialist is customer-centric and team-focused. You are in touch with various departments to ensure our customers can achieve a quick time to value.
- Proactively reaching out to customers via phone and email to coordinate their onboarding.
- Scheduling onboarding sessions for various products and modules, including betas, across multiple platforms.
- Meeting KPIs related to the total number of onboarded customers and their time to value.
- Managing multiple queues including: inbound/outbound calls, multiple inboxes, and internal requests from other departments.
- Maintaining detailed documentation of customer interactions across various internal tools in order to track follow-ups with customers, and ensure transparency across the department.
- Monitoring the progress of our customers and working closely with other departments to help at-risk customers achieve their desired outcome.
- Adapting to evolving responsibilities and tackling new challenges!
About our team
Working as an Implementation Specialist at Lightspeed means working with a strong, close-knit team based not only in Ghent, but all over the globe! Our work has a direct impact on the customer journey and we pride ourselves on ensuring that all customers are treated with the highest level of professionalism; their success as a business is our success as a company!
What you’ll be bringing to the team
- Experience in B2B environments, preferably in a solution-sales / technology-related environment.
- Basic understanding or defined motivation to serve customers in the hospitality industry.
- Excellent Customer service and communication skills
- Excellent spoken and written Dutch and English.
Even better if you have, but not necessary (a bonus!)
- Knowledge of Mac OS X, iOS, G Suite.
- Experience with Salesforce, Zendesk, Acuity or ChurnZero
- Work Experience in the hospitality industry
Who you are
- You thrive in a fast-paced environment and execute tasks within short time lines.
- You are able to multitask effectively, and remain highly organized, while managing multiple communication channels and accounts at a given time.
- You are results-driven, metrics-oriented, and resourceful.
- You have strong interpersonal skills and a passion for people.
- You demonstrate a strong attention to detail
- You have excellent judgment, and the ability to resolve conflict efficiently.
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;
- Unlock your potential with our growth program, paving the way for promotions and career advancement;
- 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)
- 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 whether you travel by public transport or on your bike to our Ghent office
- Regular breakfast or lunches, drinks & snacks in our Ghent office
#LI-FD1 #Customer Success #Onboarding #Launch #Product #Saas #hospitality
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.