Account Manager - Hospitality

Lightspeed; Montreal; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading technology company is looking for an experienced Account Manager in Montreal to manage high-value customer accounts. You will enhance client retention while advocating for their needs within the organization. The ideal candidate has over 2 years in account management, strong SaaS knowledge, and excellent interpersonal skills. This role allows for a hybrid working environment with competitive benefits.

Benefits

Unlimited paid time off

Flexible working policy

Health insurance

Lightspeed RSU program

Paid leave assistance for new parents

Volunteer day

Qualifications

• 2+ years experience in customer success or account management.
• Understanding of solution-based consultative sales.
• Professional poise in communication with executives.

Responsibilities

• Act as contact for client accounts.
• Drive product adoption and Net Revenue Retention.
• Plan and deliver business reviews.
• Monitor customer usage data to improve retention.

Skills

Enterprise level customer success

SaaS environment knowledge

Task and time management

Interpersonal skills

Fluency in English

Education

Bachelor’s degree in a relevant field

Tools

Salesforce

Churn Zero

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!

Lightspeed is seeking a full-time Account Manager to join its Hospitality Engagement team. Your primary objective will be to drive retention and expansion of your book of business consisting of Lightspeed’s highest valued customers.

As the trusted partner for your customers you will take 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, ensuring enduring partnerships and sustained business growth.

What you’ll be doing:

• Act as single point of contact and account owner for Lightspeed’s largest and highest valued customers
• Responsible for driving product adoption and Net Revenue Retention of book of business
• Plan and deliver Quarterly Business Reviews and Success Plans
• Monitor customer usage data, go-live dates, health indicators and translate into strategies for account retention and growth
• Identify and guide customers through their upgrade path including growth opportunities within, and suggesting additional products/integrations/ services to meet client needs.
• Advocate industry and customer needs within the Lightspeed organization to support and enable the prioritization and timely investment in innovation
• Own, manage and drive key customer accounts
• Establish and maintain strong long term relationships with Lightspeed customers with a strong understanding of client’s business, goals and objectives
• Work cross functionally with internal teams including but not limited to implementation, support and product, to provide second-to-none customer satisfaction and resolution for at-risk events
• Own and drive the strategy for each customer in your book of business
• Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps

What you need to bring:

• 2+ years experience in enterprise level customer success , account management, sales development representative or similar role
• Understanding of solution-based consultative sales and customer success in a SaaS environment;
• Professional poise and confidence while communicating with executives;
• Great task and time management skills
• Exceptional interpersonal skills with an ability to build and maintain strong client relationships.
• As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.

Even better if you have, but not necessary

• Bachelor’s degree in a relevant field
• Experience in a SaaS and/or technology-related field
• Ability to use Salesforce, Churn Zero and other technologies to manage and organize customer / pipeline;
• Industry expertise in retail/hospitality

How you will succeed:

• Meet your expansion added recurring revenue targets
• Maintain a healthy Net Revenue Retention (NRR)
• You turn a complex situation into an opportunity

What’s in it for you?

Come live the Lightspeed experience...

• Ability to do your job in a truly flexible hybrid environment (3 days/week in office);
• 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 RSU program (we are all owners)
• Unlimited paid time off policy
• Flexible working policy
• Health insurance
• Health and wellness benefits
• Possibility for transit fees to be covered
• Paid leave assistance for new parents
• Linkedin learning
• Volunteer day

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.