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Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

We are seeking a dynamic and experienced Manager of Customer Implementation to lead our Implementation team across the DACH and Benelux regions. This role is crucial in ensuring our customers successfully transition to full transactional use of our POS and Payments solutions post-purchase. The ideal candidate will have a proven track record of managing and developing high-performing teams, creating a culture of coaching and continuous improvement, and driving operational efficiencies. You will collaborate closely with Regional Sales Directors to ensure seamless customer handoffs, alignment between Sales and Implementation, and a superior customer experience.

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

What you’ll be responsible for:

• Team Leadership & Development:
• Lead, mentor, and manage a team of Implementation professionals, including direct reports of Team Leads.
• Foster a coaching culture that encourages professional growth, knowledge sharing, and continuous improvement.
• Set clear performance expectations and provide regular feedback to ensure team members meet their objectives.
• Conduct regular one-on-ones and team meetings to ensure alignment and address any challenges.

• Customer Implementation & Onboarding:
• Oversee the end-to-end implementation process for customers across the UK and France, ensuring timely and successful transactional go-live.
• Develop and refine implementation processes and methodologies to drive efficiency, consistency, and a high level of customer satisfaction.
• Act as an escalation point for complex implementation issues, working closely with cross-functional teams to resolve them.

• Collaboration with Sales:
• Work closely with Regional Sales Directors to align on customer expectations, timelines, and handoff processes.
• Improve the customer handoff process between Sales and Implementation to ensure smooth transitions and clear communication.
• Provide feedback to the Sales, Product, and Marketing teams on potential improvements in the pre-sales process based on implementation outcomes.

• Operational Efficiency:
• Identify and implement process improvements to enhance the efficiency and effectiveness of the Implementation team.
• Monitor and report on key performance indicators (KPIs) related to customer onboarding, team productivity, and customer satisfaction.
• Leverage data and customer feedback to continuously refine the implementation approach and drive better outcomes.

• Scalability & Adaptability:
• Lead the team through significant growth, with an expectation to scale by 2-3x in the next 12 months.
• Adapt to a rapidly changing environment by implementing scalable processes and systems that can handle increased demand without compromising quality.
• Be a trailblazer in developing innovative solutions that support the growth of the team and enhance the customer implementation experience.
• Proactively identify potential bottlenecks and implement strategies to address them before they impact the team’s performance.

• Stakeholder Management:
• Act as the primary point of contact for internal stakeholders regarding implementation in the DACH and Benelux regions.
• Build strong relationships with customers, understanding their business needs and ensuring our solutions meet their requirements.
• Collaborate with Product, Support, and other internal teams to ensure a seamless customer experience.

What you’ll be bringing to the team:

• Minimum of 5 years of experience in Customer Implementation, Customer Success, or a related field.
• Proven experience in managing and developing teams, with a strong focus on coaching and mentoring.
• Experience working in the POS, Payments, or FinTech industry is highly desirable.
• Demonstrated ability to work in a fast-paced environment with multiple stakeholders.
• Strong leadership and people management skills with a focus on building high-performing teams.
• Excellent communication and interpersonal skills, with the ability to work effectively with both customers and internal teams.
• Strategic thinking with the ability to anticipate challenges and proactively implement solutions.
• Strong project management skills, with a focus on process improvement and operational efficiency.
• Fluency in English and German is required; additional language skills in Dutch or French are a plus.
• Willingness to travel within the DACH and Benelux regions as needed.

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:

• Lightspeed RSU program (we are all owners)
• Flexible working policy
• Health and wellness benefits
• Possibility for transit fees to be covered
• Paid leave assistance for new parents
• Access to LinkedIn learning
• Volunteer day
• and many more

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