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    Field Implementation Consultant - Sydney, Australia - Lightspeed

    Lightspeed
    Lightspeed Sydney, Australia

    1 week ago

    Default job background
    Full time
    Description

    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're looking for a Field Implementation Consultant to join our APAC Hospitality Customer Engagement team. In this role, 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 maximise customer retention.

    What you'll be doing:

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

    • And a little bit of...

  • Sharing knowledge and contributing to wider team learning and development
  • Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren't strictly within the scope of your role.
  • Working cross functionally with other departments to identify case study opportunities and customer shout outs

    • What you need to bring:

    We're looking for a candidate who has experience with the following:

  • 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 (verbal and written) and presentation skills
  • Deep technical knowledge of hospitality industry
  • Ability to deliver results
  • Self starter that seeks to identify and improve processes
  • Knowledge and experience with Restaurant POS
  • Natural curiosity to upskill, self-educate and learn about the Hospitality industry and the tech-stack involved with it

    • 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

    What's in it for you?

    Come live the Lightspeed experience...

  • Ability to do your job in a truly flexible environment;
  • Genuine career opportunities in a company that's creating new jobs everyday;
  • Work in a team big enough for growth but lean enough to make a real impact.

    • ... and enjoy a range of benefits that'll keep you happy, healthy and (not) hungry:

  • Lightspeed share scheme (we are all owners)
  • Unlimited paid time off policy
  • Flexible working policy
  • Work remotely from anywhere in the world for up to 60 days per year
  • Health and wellness benefit of $500 per year
  • Mental health online platform and counselling & coaching services
  • Paid leave and assistance for new parents
  • LinkedIn Learning license
  • Volunteer day
  • Dog friendly environment
  • Rooftop with dining space and BBQ facilities
  • Self-service cafe-style kitchen and fully stocked fridge, pantry & bar
  • Weekly catered lunches for the entire office
  • Exciting events hosted regularly by our Sydney Culture Club
  • Brand new office space located in Redfern, NSW
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