Field Implementation Consultant

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Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

As a Field Implementation Consultant 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 maximize customer retention.

Please note, you will be supporting the Greater Montreal Area region, therefore it is important to possess or have access to a vehicle to operate in this role. We are also looking for a bilingual candidate (french and english). 

What you’ll be responsible for: 

• Train and guide restaurateurs in-person to ensure their product instance is set up for success and they are successfully using our product
• Install the K-Series Lightspeed product hardware
• Collaborate closely with designated Field Account Executives to understand restaurateur 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 the restaurateur to understand their needs and ensure their workflows are set up for success, including guidance on best practice workflows 
• Ensure each restaurateur in your cohort 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 scoping calls (when needed) pre-sale to determine restaurateurs 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 organizational objectives 
• Travel 4-days a week to visit your customers provide training, configuration, and installation services

What you’ll be bringing to the team:

• 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 in French and in English (verbal and written) and presentation skills. As a global company with employees and clients outside of Quebec, fluency in English as a working language is required for this position.
• Deep technical knowledge of hospitality industry
• Ability to deliver results

Even better if you have, but not necessary:

• Self starter that seeks to identify and improve processes
• Knowledge and experience with Restaurant POS

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!

Be a changemaker

You’ll enjoy:

• A flexible work environment that empowers you to do your best work 
• A culture that celebrates performance
• The chance to make an impact in a team that’s big enough for career growth, but lean enough to make your voice heard
• Career-defining opportunities

Plus benefits designed to keep you happy, healthy and fulfilled.

• Flexible paid time off and remote work policies 
• Equity options, because this is your company too
• Contributions to your pension plan. Your future matters
• Training opportunities to grow your skills and career
• Health and wellness credit so you feel your best
• Time off to volunteer and give back to your community
• Interest groups, employee led networks, social committees to sponsored sports teams
• Computer purchase program to get your personal Macbook
• Enhanced parental leave to support growing families
• Etc… 

Fuel your growth. Find your people.