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Team Lead, Implementation Retail



Montreal, QC, Canada
Posted on Monday, June 3, 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, Implementation Retail to join our Customer Launch team in Montreal. You will be leading and coaching a team of Launch Team Members within the Retail vertical. The goal of this team is to ensure that all customers get successfully onboarded on the product, through establishing early stage customer satisfaction, trust, and product adoption.

What you’ll be doing:

  • Act as a mentor to other members of the Onboarding team: provide guidance on their day-to-day tasks and ensure process is adhered to
  • Actively contribute to the improvement of team procedures and processes; create and adapt customer-facing resources
  • Lead by example to drive consistently high standards
  • Be a customer advocate within Lightspeed: identify common customer challenges and partner with other departments to develop solutions
  • Oversee all new hire onboarding to ensure they receive comprehensive training and develop resources, as required
  • Conducting monthly coaching sessions, and quarterly performance reviews
  • Act as a liaison to other teams, making sure to keep the team aligned with future projects and relevant initiatives
  • Mentor team on customer escalations, and proactively get involved when needed to resolve any customer satisfaction issues
  • Oversee that team KPIs and performance metrics are achieved on a monthly and quarterly basis

What you need to bring:

We’re a team of 47 people located in North America. As a team, 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!

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

  • Experience in a leadership role
  • Firsthand 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
  • Strong coaching and communication skills
  • Resourcefulness with the ability to anticipate change and proactively adjust priorities and strategies accordingly
  • Polished communication skills in English, and ideally in French

Even better if you have, but not necessary

  • Bachelor’s degree in business, social sciences, or a related field
  • Experience in a SaaS and/or technology-related field
  • Knowledge of Mac OS X, iOS, G Suite, Salesforce, Zendesk, Calendly, and ChurnZero
  • Industry expertise in retail/ecommerce

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 hybrid environment (3 days/week in office);
  • 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 RSU program (we are all owners)
  • Unlimited paid time off policy
  • Flexible working policy
  • Health insurance
  • Health and wellness benefits
  • Possibility for transit fees to be covered
  • Paid leave assistance for new parents
  • Linkedin learning
  • Volunteer day

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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