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Strategic Account Manager (Hospitality)



Sales & Business Development
Sydney, NSW, Australia
Posted on Monday, May 27, 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 Strategic Account Manager to join our Hospitality Customer team in APAC. Your primary objective will be to drive retention and expansion of your book of business consisting of Lightspeed’s highest valued customers.

You strive to be a trusted partner for your customers by taking a collaborative approach to understanding their goals and challenges. You aim to provide consistent value throughout the customer journey, building strong, long-term relationships that are grounded in mutual trust, and that make every customer feel valued. Your ultimate goal is to help our customers achieve their desired outcomes, while exceeding their expectations at every step.

What you’ll be doing:

  • Act as single point of contact and account owner for Lightspeed’s largest and highest valued customers
  • Responsible for driving product adoption and Net Revenue Retention of book of business
  • Plan and deliver Quarterly Business Reviews and Success Plans, pulling in Strategic Account Executive as needed
  • Monitor customer usage data, go-live dates, health indicators and translate into strategies for account retention and growth
  • Advocate industry and customer needs within the Lightspeed organization to support and enable the prioritization and timely investment in innovation
  • Own, manage and drive key customer accounts
  • Establish and maintain strong relationships with Lightspeed customers with a strong understanding of client’s business, goals and objectives
  • Work cross functionally with internal teams (Account Management, broader Sales team, Revenue Operations, Pay Operations, Launch and Support) to provide second-to-none customer satisfaction and resolution for at-risk events
  • Own and drive the strategy for each customer in your book of business
  • Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps

And a little bit of…

  • Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren’t strictly within the scope of your role.

What you need to bring:

We're looking for an experienced candidate who has experience with the following:

  • Experience in an key accounts level Customer Success or Account Management role in B2B environments
  • Experience owning a large book of business ($ annual revenue)
  • Resourcefulness with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly
  • Experience in a SaaS and/or technology-related field
  • Industry expertise in hospitality

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 environment;
  • 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 share scheme (we are all owners)
  • Unlimited paid time off policy
  • Flexible working policy
  • Work remotely from anywhere in the world for up to 60 days per year
  • Health and wellness benefit of $500 per year
  • Mental health online platform and counselling & coaching services
  • Paid leave and assistance for new parents
  • LinkedIn Learning license
  • Volunteer day
  • Dog friendly environment
  • Rooftop with dining space and BBQ facilities
  • Self-service cafe-style kitchen and fully stocked fridge, pantry & bar
  • Weekly catered lunches for the entire office
  • Exciting events hosted regularly by our Sydney Culture Club
  • Brand new office space located in Redfern, NSW

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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