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 are looking for a dynamic and visionary Manager of Field Implementation to take on a pivotal role in driving our ambitious growth across EMEA. As we roll out a new go-to-market strategy, this role will be essential in refining and scaling our Field Implementation Consultant function to meet the demands of explosive sales growth. You will play a key part in transforming existing processes into a scalable, high-performance framework that will enable the success of a growing team working directly onsite with our customers.

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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WHAT YOU’LL BE RESPONSIBLE FOR:

Developing the Role & Playbook:

• Design and establish the framework for the Field Implementation function across EMEA, tailoring the role to address the unique needs of customers and markets within the region.
• Build and refine scalable processes that ensure a consistent and efficient approach to implementation across diverse markets.
• Create a playbook that sets clear expectations, deliverables, and best practices for the team, ensuring alignment with both customer needs and internal objectives.

Customer-Focused Field Implementation:

• Ensure your team effectively manages the entire implementation process, from onboarding to transactional go-live, prioritizing customer satisfaction and success at every stage.
• Provide guidance and support to your team in the field, ensuring they adopt a customer-first approach by deeply understanding client needs and adapting solutions to fit on-site requirements.
• Serve as the primary escalation point for complex or high-impact implementations, empowering your team to solve challenges while collaborating with cross-functional teams to resolve critical issues quickly and efficiently.

Collaboration with Sales & Cross-Functional Teams:

• Partner closely with the Sales team, aligning on customer expectations, timelines, and the handoff process to ensure smooth transitions from Sales to Implementation.
• Regularly collaborate with Product, Support, and Marketing teams to provide feedback based on customer outcomes, ensuring continuous improvement of the customer experience.

Team Leadership & Growth:

• Oversee and manage a team of Field Implementation Consultants across EMEA, ensuring they deliver seamless, high-quality customer implementations with a focus on on-site support.
• Set clear performance goals for the team and provide ongoing feedback and development opportunities to ensure team members excel in their roles.
• As the business grows, develop strategies to scale the team and adapt processes to meet the demands of new markets and customers.
• Lead the recruitment and onboarding of a team of 18+ Field Implementation Consultants across the EMEA region to support our aggressive growth strategy.
• Collaborate with Talent Acquisition to develop and execute a recruitment strategy, ensuring we attract top talent with the right skills and cultural fit for the team.
• Actively participate in the full hiring process, including conducting interviews, assessing candidates, and making final hiring recommendations.

Operational Efficiency & Continuous Improvement:

• Monitor and report on key performance indicators (KPIs) related to implementation, team productivity, and customer satisfaction.
• Use data and customer feedback to refine and improve the implementation process, identifying potential bottlenecks and proactively addressing them.
• Ensure operational efficiency through the use of technology, process improvements, and the standardization of best practices across the team.

Stakeholder Management:

• Act as the key point of contact for senior leadership regarding the EMEA Field Implementation team’s performance and strategic direction.
• Build strong, trust-based relationships with customers across the region, ensuring their business needs are met and they experience a smooth transition to our platform.