Lightspeed is seeking an energetic, driven and passionate Product Specialist to join the Customer Success team, based in Montreal. Reporting to the Product Specialist Team Lead, the Product Specialist will be responsible for facilitating Product Orientation sessions for new Lightspeed clients to prepare them to begin using the Product. The ideal candidate will have experience in hospitality and dealing with customers in a technology-based environment, and will not be afraid of a fast-paced, high-energy environment. 

As part of the Lightspeed Customer Success Team, the post-sales product specialist is tasked with stewarding department processes and product technical content, in order to create the best first impression for our hospitality customers. Serving as a Lightspeed product expert, the product specialist is responsible for introducing our new customers to the various Lightspeed customer resources, as well as training customers on specific aspects of our products. Once successfully initiating a new customer to Lightspeed, the product specialist will also be required to build and maintain an active relationship with the customer to further the customer’s satisfaction and business. 

Now we get to brag about us: Lightspeed provides retailers and restaurateurs the simplest way to build, manage, and grow their business while crafting a better customer experience. Lightspeed empowers small business owners with a complete overview of their business in one place - more than 50,000 businesses processing over $15 billion in transactions annually use Lightspeed’s mobile Point of Sale software and eCommerce platform to manage inventory, customer preferences, sales, and analytics to get a complete overview of their business in one place. Founded in 2005 with offices in Canada, USA, and Europe, Lightspeed has received one of the largest funding for a Canadian tech company which has us well positioned to become Canada's next great technology success story. We're passionate about enabling people to do their best work. Come work with us and find out what you can do.

Primary Responsibilities:

  • Maintain a high level of customer satisfaction through each stage of the post-sales relationship, including onboarding, follow-ups, and hand-off to support.
  • Analyze and handle new and existing customer onboarding cases, and lead the customer onboarding sessions.
  • Scope out technical solutions to address customer requirements and recommend optimum solutions and support.
  • Create and manage documentation that pertains to the post-sales Product Specialist’s processes.
  • Reach out to customers who have not responded to onboarding requests.
  • Lead post-sales webinars through online software.
  • Attend weekly meetings with post-sales Product Specialist team.
  • Work with Lightspeed Support for escalated tickets and assist in their resolution.
  • Act as a product knowledge resource for Level 1, 2, and 3 Support Specialists, answering questions and assisting with new employee training.
  • Research and implement new technologies related to post-sales Product Specialist workflows, such as scheduling software, Google, and Salesforce integrations.
  • Provide training to customers and assist with support tickets when needed.
  • Assist Support Specialists with customer onboarding inquiries.
  • Gather and analyze statistics related to new customer onboarding, Support, and Sales in order to improve customer retention and team performance.
  • Participate in peer-reviews and evaluations.
  • Handle other duties and responsibilities as defined by management.

Requirements:

  • 3+ years experience in customer-facing activities in a B2B environment
  • Hospitality experience
  • BS in Computer Science, or equivalent experience
  • Comprehensive knowledge of Lightspeed Pro, Lightspeed Cloud, Web Store, eCom and Lightspeed iOS applications
  • Strong understanding of retail and Point of Sale technologies
  • Knowledge of Apple tools, web technologies, and networking
  • Excellent written and spoken English
  • Bilingual English & French
  • Superior presentation skills

Assets:

  • Strong understanding of retail and Point of Sale technologies
  • Knowledge of Apple tools, web technologies, and networking
  • Knowledge of system integration through API
  • Experience with Salesforce.com
  • Retail experience
  • eCommerce experience

And when you’re not programming?

In addition to the perks you see in the Careers page, you’ll get access to:

  • Flexible working hours - No punch in no punch out!
  • Brand new office in a castle, one of the best development centres in Montreal
  • An environment that encourages initiatives and leadership
  • Tech talks - Sharing is caring :)
  • Happy hour every Friday afternoon
  • Birthday treats every month - 375 people in Montreal, that’s a lot of cakes!
  • Fun activities with your teammates - be part of the Lightspeed family
  • Work with highly skilled people
  • A direct strategic influence on the future of retail!
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