Manager, Account Management

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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’re looking for a Manager, Account Management at Lightspeed, you’re part of our NoAM Go-To-Market team and you play a critical role in ensuring our customers receive a consistent and exceptional level of customer experience throughout the customer journey, tailored to the needs of each cohort, by leading our Account Management team.

What you’ll be doing:

• As the manager of this group, you are accountable for the overall success of your team’s book of business and provide strategic leadership across both the Account Management teams to ensure our merchants have dedicated ongoing support and partnership
• Drive the team to consistently hit Net Retention and Expansion targets, while delivering a best-in-class customer experience
• Serve as a point of escalation for customer service concerns or churn risks related to the merchants in your team's book of business.
• Oversee and maintain customer profiles, engagement outreach strategies, and churn forecasting
• Act as a coach and guide to the Account Management team to provide strategy and overall direction to sustain high team performance (pipelines, forecasting, and activities)
• Oversee that team KPIs and performance metrics are achieved on a monthly and quarterly basis
• Develop strategies around sales activity to effectively provide feedback around KPIs to pass back to Sales and Marketing Directors.
• Collaborate cross-functionally to ensure successful implementation and communication of new processes and procedures. Be a leading customer advocate within Lightspeed: identify common customer challenges and partner with other departments

to develop solutions.

• Partner with key internal stakeholders including launch, support, sales, and IS to ensure our customers are provided with a leading customer experience
• As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.

What you need to bring:

• Experience in a relevant sales or account management role, with a bias towards coaching and development to get the best out of people
• Relevant work experience in an industry like IT solutions, software sales, e-commerce, point of sale retail, or technology
• Strong stakeholder management skills, with a demonstrated ability to build and maintain positive relationships with various stakeholders
• Extensive experience selling SaaS
• Strong stakeholder management and communication skills
• A data-driven approach to problem-solving
• The hunger to learn across the core areas of your domain, to synthesize insights from your learnings, and to leverage those insights in your team
• Highly collaborative and effective team member
• Clear and consistent communication and stakeholder management skills
• Strong analytical skills
• Pragmatism & attention to detail
• Committed to a culture of positivity and high performance
• Excellent written and verbal communication
• Professional poise and confidence while communicating with customers and stakeholders
• Value feedback and thrive on constant improvement and learning
• Strong work ethic, and a self-driven desire to succeed

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. 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.

Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.

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