Strategic Account Manager

at  Lightspeed Commerce

HI THERE! THANKS FOR STOPPING BY

We’re looking for a Strategic Account Manager to join our Customers team in Montreal or Toronto. As a Strategic Account Manager at Lightspeed, you’re part of our NoAM Retail engagement team and your primary objective will be to drive retention and expansion of your book of business consisting of Lightspeed’s highest valued customers.
You strive to be a trusted partner for your customers by taking 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, while exceeding their expectations at every step.

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.

• Act as single point of contact and account owner for Lightspeed’s largest and highest valued customers
• Own and drive the strategy for each customer in your book of business
• Responsible for driving product adoption and Net Revenue Retention of book of business
• Plan and deliver Business Reviews and Success Plans, pulling in Strategic Account Executive as needed
• Monitor customer usage data, go-live dates, health indicators and translate into strategies for account retention and growth
• Advocate industry and customer needs within the Lightspeed organization to support and enable the prioritization and timely investment in innovation
• Establish and maintain strong relationships with Lightspeed customers with a strong understanding of client’s business, goals and objectives
• Work cross functionally with internal teams to provide second-to-none customer satisfaction and resolution for at-risk events
• Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps