Job Description
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 are looking for a Retail Engagement Manager to be responsible for overall customer satisfaction, reference-ability, building and managing long-term business relationships between NuORDER and our mid-market and enterprise brand & retailer customers. This role is responsible for driving effective product adoption to ensure customers are getting maximum value from our solution. The focus of this position is customer satisfaction which drives revenue growth and helps make our customers lifelong customers and the best advocates of NuORDER.
What you'll be doing:
- Become a NuORDER product expert, coach, & train customers on how to best use NuORDER based on their business needs
- Influence customer lifetime value through increased product adoption, customer satisfaction and overall health scores
- Drive customers' product adoption, through development and advocacy of best practices to secure ROI
- Support ongoing customer enablement to make sure NuORDER is optimized to meet the customers' needs
- Advise customers on product feature enhancements as they are released
- Engage and guide customers before, during and after opportunities for high utilization such as peak selling periods to maximise adoption
- Generate reporting on customer software adoption to identify low-usage customers; create & execute plan to increase usage
- Consistently measure, track, and report on the metrics and health of accounts
- Act as a partner with Account Managers/Country Lead to drive retention and upsells
- Be the main POC for customer usage and product functionality questions
- Represent the technical "Voice of the Customer" within NuORDER
- Provide on-site support to the customers during key buying/selling periods and throughout the launch process.
- Conduct discovery and participate in the launch process & planning for new clients.
A little bit of:
- Contributing as part of the wider GTM team to achieve organizational objectives even if this means doing things that aren't strictly within the scope of your role.
What you need to bring:
- 4+ years customer success (SaaS) experience required
- Relevant wholesale/retail experience (Sales, Operations, Planning, Merchandising, Buying, etc.)
- Bachelor's degree or higher
- Ideally bilingual (french or german)
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)
- Lightspeed RSU program (we are all owners)
- Unlimited paid time off policy
- Flexible working policy
- Health insurance
- Health and wellness benefits
- 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.
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