Hello there! Thanks for dropping by 👋

Are you actively on the lookout for a fresh career opportunity, or perhaps you’re just exploring what’s out there? Well, you’ve landed in the right spot!

Lightspeed is seeking a full-time energetic and driven Field Implementation Consultant to join the Hospitality Professional Services team. As a part of the team, your contribution will have a direct impact on our largest and most complex customers’ quest to enter the cloud era.

The Hospitality Professional Services team is responsible for Lightspeed’s premium customers: from pre-sale to post-sale, the team ensures these customers feel confident in their investment in Lightspeed. Composed of select, top-performing members from our sales, onboarding, support and customer success teams, the Hospitality Pro Services team is in charge of implementing and supporting Lightspeed throughout their customer journey. Join our elite team and work with our largest and most complex customers at the highest level of support.

Please note, there is a component of this role that requires travel to other regions. You are required to possess a valid passport and Canadian driver’s license.

What you’ll be responsible for:

• Acting as the implementation’s technical main point of contact for our customers.

• Delivering remote and onsite implementation & technical support services to customers who purchased a field package.

• Providing best-practice guides for network set-up and validate any existing network infrastructure to ensure a successful POS installation.

• Working closely and coordinating with our installation partners to assist with hardware installations, both remotely and on site.

• Assisting with implementing integrations (Property Management Systems, etc.).

• Coordinate with our Partnerships and Integrations teams for custom requests.

• Developing a deep understanding of the typical business challenges Lightspeed’s premium customers may face and take the initiative to liaise with our company’s Product and Development teams to help improve the customer experience.

• Using consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution.

• Documenting and tracking customer issues and resolutions.

• Participating in the creation and maintenance of troubleshooting, testing procedures and documentation for the technical support staff as well as documenting software defects for review and corrective action.

• Working closely with other Field Implementation Specialists, Consultants, Support Specialists as well as the Manager and Team Lead to best handle day-to-day situations to better customer experiences.

• Providing in-person implementation & support to our premium customers across all of NOAM.

What you’ll be bringing to the team:

• Tech-savviness and a genuine interest in technology advancements, especially as it pertains to hardware and software.

• Intermediate knowledge of network infrastructures in a business environment.

• 3+ years of customer service experience in a technical support role.

• Strong verbal and written communication skills in both English and French language

• Polished presentation with impeccable people skills: ability to work with C-Level executives in person.

• Ability to handle multiple implementation projects at various phases in their customer journey.

• Ability to convey a customer-focused attitude.

• Proven troubleshooting skills.

• Ability to manage technical escalations of at-risk accounts and identify opportunities for growth.

• Flexibility in your schedule to work: travel expected up to 60% of the time.

Even better if you have, but not necessary:

• Hospitality industry experience (hotels and/or restaurants).

• Technical background and experience in POS, SaaS, networking and/or software.

• Understands the sales cycle and customer journey in a SaaS environment.

Who you are:

• Ability to thrive in a fast-moving team with high standards and firm deadlines.

• Self-starter who also works well in a team environment.

• Excellent judgment and an ability to de-escalate situations quickly and efficiently.

• Resourceful with a demonstrated ability to anticipate change and proactively. adjust priorities and strategies accordingly.

• Comfortable simultaneously managing multiple customers who are at different points on the customer journey.

• Ability to cultivate strong relationships with enterprise and VIP customers.

• Entrepreneurial spirit with a keen sense of initiative and a desire for professional development.

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 let’s have a chat!

What’s in it for you?

Come live the Lightspeed experience

• Lots of autonomy, flexible work culture and the option of fully remote work

• Genuine career opportunities in a company that’s creating new jobs every day

• Opportunity to make a difference; help merchants grow their businesses and become more successful by creating or improving products and addressing customer feedback

• Work in a team big enough for growth but lean enough to make a real impact

• Development of very high traffic products, used at the global scale

• Opportunities to learn and expand your skill set

• Become a valued part of the diverse and inclusive Lightspeed family

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

• Lightspeed equity scheme (we are all owners)

• Flexible paid time off policy

• Extended Healthcare benefits

• Health and wellness benefit of $500 per year

• Paid leave and assistance for new parents

• Mental health online platform and counseling & coaching services

• Volunteer day

LI-DS1 $55,000 — $80,000/year