Customer Implementation Manager
vor 4 Wochen
Customer Implementation Manager Opportunity
We are seeking a seasoned Customer Implementation Manager to lead our Implementation team across the DACH and Benelux regions. This role is crucial in ensuring our customers successfully transition to full transactional use of our POS and Payments solutions post-purchase.
Key Responsibilities:
- Lead, mentor, and manage a team of Implementation professionals, including direct reports of Team Leads.
- Foster a coaching culture that encourages professional growth, knowledge sharing, and continuous improvement.
- Set clear performance expectations and provide regular feedback to ensure team members meet their objectives.
- Conduct regular one-on-ones and team meetings to ensure alignment and address any challenges.
- Oversee the end-to-end implementation process for customers across the UK and France, ensuring timely and successful transactional go-live.
- Develop and refine implementation processes and methodologies to drive efficiency, consistency, and a high level of customer satisfaction.
- Act as an escalation point for complex implementation issues, working closely with cross-functional teams to resolve them.
- Work closely with Regional Sales Directors to align on customer expectations, timelines, and handoff processes.
- Improve the customer handoff process between Sales and Implementation to ensure smooth transitions and clear communication.
- Provide feedback to the Sales, Product, and Marketing teams on potential improvements in the pre-sales process based on implementation outcomes.
- Identify and implement process improvements to enhance the efficiency and effectiveness of the Implementation team.
- Monitor and report on key performance indicators (KPIs) related to customer onboarding, team productivity, and customer satisfaction.
- Leverage data and customer feedback to continuously refine the implementation approach and drive better outcomes.
Requirements:
- Minimum of 5 years of experience in Customer Implementation, Customer Success, or a related field.
- Proven experience in managing and developing teams, with a strong focus on coaching and mentoring.
- Experience working in the POS, Payments, or FinTech industry is highly desirable.
- Demonstrated ability to work in a fast-paced environment with multiple stakeholders.
- Strong leadership and people management skills with a focus on building high-performing teams.
- Excellent communication and interpersonal skills, with the ability to work effectively with both customers and internal teams.
- Strategic thinking with the ability to anticipate challenges and proactively implement solutions.
- Strong project management skills, with a focus on process improvement and operational efficiency.
- Fluency in English and German is required; additional language skills in Dutch or French are a plus.
- Willingness to travel within the DACH and Benelux regions as needed.
What's in it for you:
At Lightspeed, we offer a range of benefits that'll keep you happy & healthy:
- Lightspeed RSU program (we are all owners)
- Flexible working policy
- Health and wellness benefits
- Possibility for transit fees to be covered
- Paid leave assistance for new parents
- Access to LinkedIn learning
- Volunteer day
- and many more
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