Lightspeed is seeking full-time, 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 dealing with customers in a technology-based organization and will not be afraid of a fast-paced, high-energy environment.
Now we get to brag about us: Lightspeed powers small and medium-sized businesses in over 100 countries around the world with its cloud-based commerce platform. Its smart, scalable, and dependable all-in-one Point of Sale software system helps restaurants and retailers sell across channels, manage operations, engage with consumers, accept payments, and grow their business. Founded in 2005 with offices in Canada, USA, Europe and Australia, Lightspeed recently completed its initial public offering on the Toronto Stock Exchange (TSX: LSPD). We're passionate about enabling people to do their best work. Come work with us and find out what you can do.
- 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.
- Build and maintain an active relationship with the customer to further the customer’s satisfaction, business and growth.
- 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 Product orientations and processes.
- Reach out to customers who have not become transactional following their onboarding sessions.
- Lead onboarding webinars, for one-to-many sessions and respond to inquiries within the sessions.
- Work with Lightspeed Support for escalated tickets and assist in their resolution.
- Research and implement new technologies related to Product Specialist workflows, such as scheduling software, Google tools, and Salesforce/ Zendesk integrations.
- Provide in-person training to new and existing customers.
- Assist Support Specialists with customer onboarding inquiries.
- Review 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.
- 3+ years experience in customer-facing activities in a B2B environment.
- 2+ years experience in Retail, e-commerce or Hospitality industry.
- Experience in training, onboarding or facilitating orientation sessions.
- BS in Social sciences, or equivalent experience.
- Good understanding of Retail (and/or Hospitality) Point of Sale technologies.
- Excellent written and spoken English & French.
- Excellent presentation skills.
- Knowledge of Apple tools, web technologies, and networking.
- Knowledge of system integration through API.
- Comprehensive knowledge of Lightspeed Products (Retail, eCom, Restaurant) and Lightspeed integrations.
And what about the perks?
In addition to the perks you see on the Careers page, you’ll get access to:
- A beautifully renovated office space in a castle; one of the best development centres in Montreal;
- An environment that encourages initiatives and leadership;
- Happy hour every Friday afternoon;
- Birthday treats every month to celebrate our employees;
- Social events throughout the year including the legendary annual holiday party;
- Fun activities with your teammates - be part of the Lightspeed family;
- Work with highly talented people who are as passionate about their craft as you are!