Note: The job is a remote job and is open to candidates in USA. Lightspeed Commerce provides a cloud commerce platform for retail, hospitality, and golf businesses. The Account Manager will manage a portfolio of golf course customers, drive product adoption and account growth, address churn risks, and support long-term customer success through consultative relationship management.
Responsibilities
- Proactively reach out to customers in your portfolio to drive up product usage and add-ons. Expand the usage of the many modules Lightspeed Golf offers Identify and address churn risks, and ensure adoption of new product launches
- Ensure a successful utilization of the software by defining success criteria with your customer, with the help of internal teams where applicable (Sales, Services, Support, Product)
- Provide a point of escalation for any issues our large customers may encounter
- Perform various projects and initiatives to improve our customer’s experience with Lightspeed which would increase CSAT
- Identifying opportunities for reference accounts/marketing case studies from your portfolio. Performing regular reporting on the state of your portfolio, and ensuring high CSAT/NPS of clients
- Stay up to date on the Lightspeed product, new processes, new add-ons
- Be the voice of the customer – and flag product requests to the appropriate teams
- Be involved in team and/or region wide initiatives, and on continual improvements to how we communicate and work together
- Provide best practices to customers regarding POS and management
- Keep up to date with industry best practices
- Work with the appropriate teams to continue to develop and improve our Customer Success and Account Management processes
- Conduct scope calls (when needed) pre-sale to determine customer requirements and set up needs
- Contributing as part of the wider team to achieve organizational objectives even if this means doing things that aren’t strictly within the scope of your role
Skills
- Experience managing an extended and complete sales cycle
- Strong emphasis on ensuring customer satisfaction
- Passion for working with people, understanding their unique business needs, and showing how to increase and optimize the output of their business
- Experience working with major corporations and maintaining SLAs
- Well versed on/and passionate about the golf industry
- Consultative, analytical, and solutions-oriented
- Highly self-motivated, disciplined, and organized
- Results and metric-driven
- A sense of adventure and an entrepreneurial spirit
- Bilingual in English and French (spoken and written) is strongly preferred
Benefits
- A flexible work environment that empowers you to do your best work
- Flexible paid time off and remote work policies
- Equity options
- Contributions to your pension plan
- Training opportunities to grow your skills and career
- Health and wellness credit
- Time off to volunteer and give back to your community
- Interest groups, employee led networks, social committees to sponsored sports teams
- Computer purchase program to get your personal Macbook
- Enhanced parental leave to support growing families
- Medical, dental, wellness, life and disability insurance
- RRSP plan and match
- Paid parental leave top-up
- Paid time off
Company Overview