Implementation Consultant

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

Job summary

A leading technology company is seeking an Implementation Consultant to join their Launch Services team in Montreal. The role involves overseeing customer onboarding, providing technical support, and ensuring satisfaction. Candidates should have 3+ years of experience in technical support and be willing to travel for the role. The company offers a flexible hybrid work environment and various employee benefits.

Benefits

Unlimited paid time off policy

Health insurance

Possibility for transit fees to be covered

Qualifications

• Experience in a technical support role for 3+ years.
• Flexibility to travel approximately 40% of the time.
• Ability to work with C-Level executives.

Responsibilities

• Overseeing customer onboarding processes.
• Providing technical support and implementation assistance.
• Ensuring customer satisfaction and engagement.

Skills

Tech-savviness

Customer service experience

Knowledge of the Golf Industry

Intermediate knowledge of network infrastructures

Excellent verbal and written communication skills

Ability to handle multiple implementation projects

Tools

Hubspot

ChurnZero

Job description

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 an Implementation Consultant to join our Launch Services team! Reporting to the Team Lead, you will be responsible for overseeing the steps of the customer's onboarding process from start to finish. You will serve as the main technical point of contact for customers during the onboarding process. As a part of the team, your contribution will have a direct impact on some of our largest customers’ quest to enter the cloud era.

Please note, there is a component of this role that requires travel by flight or car. You are therefore required to possess a valid passport, driver's license, as well as have access to a vehicle to operate in this role.

What you’ll be responsible for:

• Acting as the implementation’s technical main point of contact for our customers.
• Providing remote and in-person implementation & go-live support to our customers across all of NoAM.
• Delivering remote and onsite implementation & technical support services to customers who purchased a field package.
• Managing your own segment of customers through the onboarding process and ensuring timely completion.
• Consistent communication with the customer throughout the implementation to ensure strong engagement and product adoption.
• Updating customer records in our task management & CRM tools to reflect project updates and timelines.
• Working closely with internal and external resources to complete project-related tasks, such as the hardware installation, software integrations, etc.
• Using consistent troubleshooting techniques to quickly and efficiently identify the source of customer issues and provide a prompt and appropriate solution.
• Working closely with the Customer Enablement Manager, as well as other members of the Launch Services team and leadership, to best handle day-to-day situations to enhance customer experiences.
• Ensuring great customer satisfaction and customer engagement ratings.

What you need to bring:

We’re a team of 17 people located in North America. Be part of the golf technology revolution by providing the best service and technology in the industry to golf courses across the globe! Our implementation team is driven, hard working and always willing to go the extra mile. So, if you are looking to work with incredible people every day, you have come to the right place.

We're looking for a candidate who has experience with the following:

• Tech-savviness and a genuine interest in technology advancements, especially as it pertains to hardware and software.
• Strong knowledge of the Golf Industry.
• Intermediate knowledge of network infrastructures in a business environment.
• 3+ years of customer service experience in a technical support role.
• Excellent verbal and written communication skills in English.
• Polished presentation with impeccable people skills: ability to work with C-Level executives in person.
• Ability to handle multiple implementation projects at various phases in their customer journey.
• Ability to convey a customer-focused attitude.
• Ability to manage technical escalations of at-risk accounts and identify opportunities for growth.
• Flexibility in your schedule to work: travel expected approximately 40% of the time.

Even better if you have, but not necessary:

• Experience with the Retail, Hospitality or Golf industries.
• Technical background and experience in POS, SaaS, networking and/or software.
• Understands the sales cycle and customer journey in a SaaS environment.
• Experience with Hubspot
• Experience with ChurnZero

What’s in it for you?

Come live the Lightspeed experience...

• Ability to do your job in a truly flexible hybrid 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 RSU program (we are all owners)
• Unlimited paid time off policy
• Health insurance
• Health and wellness benefits
• Possibility for transit fees to be covered
• Paid leave assistance for new parents
• Linkedin learning

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.