Field Implementation Consultant (Golf)

Lightspeed Commerce, Inc.•Montreal, QC

7d•Hybrid

About The Position

We’re looking for a Field Implementation Consultant to join our Launch Services Golf 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 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. 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.

Requirements

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. As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.
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.
Proven troubleshooting skills.
Ability to manage technical escalations of at-risk accounts and identify opportunities for growth.
Flexibility in your schedule to work: travel expected approximately 60% of the time.
Possess a valid passport, driver's license, as well as have access to a vehicle.

Nice To Haves

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

Responsibilities

Acting as the implementation’s technical main point of contact for our customers.
Providing remote and in-person implementation & 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 on the status of the implementation and send reminders of upcoming training dates
Updating customer records in our CRM and other web-based tools to reflect project updates and timelines
Working closely and coordinating 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 other members of the Launch Services team, as well as the Manager and Team Lead, to best handle day-to-day situations to better customer experiences.
Ensuring great customer satisfaction ratings.

Benefits

Flexible work environment
Culture that celebrates performance
Career growth opportunities
Flexible paid time off and remote work policies
Equity options
Contributions to your pension plan
Training opportunities
Health and wellness credit
Time off to volunteer
Interest groups, employee led networks, social committees to sponsored sports teams
Computer purchase program
Enhanced parental leave