Job Description
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We’re looking for a Strategic Account Manager to join our Customers team in Montreal or Toronto. As a Strategic Account Manager at Lightspeed, you’re part of our NoAM Retail engagement team and 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
- Own and drive the strategy for each customer in your book of business
- Responsible for driving product adoption and Net Revenue Retention of book of business
- Plan and deliver 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
- 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 to provide second-to-none customer satisfaction and resolution for at-risk events
- Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps
What you need to bring:
- Minimum 5+ years experience in an enterprise-level Customer Success and/or Account Management role in B2B environments
- Experience owning retention and growth (NRR) for a large book of business
- Experience contributing to or owning initiatives that will help build the foundation of a new team
- Resourcefulness with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly
Even better if you have, but not necessary
- Bachelor’s degree in a relevant field
- Experience in a fast paced SaaS and/or technology-related field
- Industry expertise in retail
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!
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. .
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.
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