Field Implementation Consultant (Melbourne)

at  Lightspeed

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 Field Implementation Consultant to join our APAC Hospitality Customer Engagement team. In this role, you will ensure that restaurateurs that purchase Lightspeed K-Series are successfully onboarded and get the most out of our product, through in-person training, configuration and hardware installation services. Ultimately, you will partner with the restaurateur to provide a positive customer experience and maximise customer retention.

What you’ll be doing:

• Train and guide customers in-person to ensure their business is set up for success and they are successfully using Lightspeed Restaurant
• Install the K-Series Lightspeed product hardware
• Collaborate closely with designated Field Account Executives to understand customer needs and ensure a warm hand-off from sales.
• Consistently achieve activation (onboarding success) and onboarding CSAT targets and SLAs and deadlines for restaurant go-live dates
• Maintain a high level of customer satisfaction through each stage of the post-sales relationship, including onboarding, follow-ups, and hand-off to customer success.
• Work with our customers to understand their needs and ensure their workflows are set up for success, including guidance on best practice workflows
• Ensure each customer in your onboarding pipeline has their product and customer data correctly set up and their integrations are set up correctly
• Stay up to date with the product and hospitality best practices
• Identify upgrade opportunities for payments, 3rd party add-ons and plan upgrades as appropriate
• Conduct requirement gathering calls (when needed) to determine customers set up needs
• Stay up to date with product offerings and continuously educate yourself and fellow team members
• Documenting feedback to Product, Sales, and Operations to ensure we continuously improve our onboarding experience
• Contribute as part of the wider team to achieve organisational objectives
• Travel up to 4-days a week to visit your customers provide training, configuration, and installation services

And a little bit of…

• Sharing knowledge and contributing to wider team learning and development
• Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren’t strictly within the scope of your role.
• Working cross functionally with other departments to identify case study opportunities and customer shout outs

What you need to bring:

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

• Previous experience in a customer success role; experience in delivering training and professional services is a huge asset
• Excellent time management and organizational skills
• Exceptional communication (verbal and written) and presentation skills
• Deep technical knowledge of hospitality industry
• Ability to deliver results
• Self starter that seeks to identify and improve processes
• Knowledge and experience with Restaurant POS
• Natural curiosity to upskill, self-educate and learn about the Hospitality industry and the tech-stack involved with it

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!
What’s in it for you?

Come live the Lightspeed experience…

• Ability to do your job in a truly flexible 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 share scheme (we are all owners)
• Unlimited paid time off policy
• Flexible working policy
• Work remotely from anywhere in the world for up to 60 days per year
• Health and wellness benefit of $500 per year
• Mental health online platform and counselling & coaching services
• Paid leave and assistance for new parents
• LinkedIn Learning license
• Volunteer day
• Dog friendly environment
• Incredible snack bar filled with a variety of snacks & drinks, to keep you going throughout the day
• Weekly catered lunches for the entire office
• Dedicated Wellness Room for your physical and mental health needs, during working hours
• Exciting events hosted regularly by our Melbourne Culture Club
• Awesome office space located in Southbank, VIC

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. .
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.
Lightspeed handles your information in accordance with our Applicant Privacy Statement.

• Train and guide customers in-person to ensure their business is set up for success and they are successfully using Lightspeed Restaurant
• Install the K-Series Lightspeed product hardware
• Collaborate closely with designated Field Account Executives to understand customer needs and ensure a warm hand-off from sales.
• Consistently achieve activation (onboarding success) and onboarding CSAT targets and SLAs and deadlines for restaurant go-live dates
• Maintain a high level of customer satisfaction through each stage of the post-sales relationship, including onboarding, follow-ups, and hand-off to customer success.
• Work with our customers to understand their needs and ensure their workflows are set up for success, including guidance on best practice workflows
• Ensure each customer in your onboarding pipeline has their product and customer data correctly set up and their integrations are set up correctly
• Stay up to date with the product and hospitality best practices
• Identify upgrade opportunities for payments, 3rd party add-ons and plan upgrades as appropriate
• Conduct requirement gathering calls (when needed) to determine customers set up needs
• Stay up to date with product offerings and continuously educate yourself and fellow team members
• Documenting feedback to Product, Sales, and Operations to ensure we continuously improve our onboarding experience
• Contribute as part of the wider team to achieve organisational objectives
• Travel up to 4-days a week to visit your customers provide training, configuration, and installation service