Implementation Specialist

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 customer focused Implementation Specialist to join the Launch Services team based for our Golf product. Reporting to the Manager, you will be responsible for overseeing the steps of the customer’s hospitality onboarding process from start to finish. You will be leading onboarding sessions and helping with account configurations of various types. 

As an Implementation Specialist, a large focus will be placed on conducting remote onboarding sessions with our customers in either one-to-one or one-to-many meetings. Your day-to-day will consist of both conducting sessions and also facilitating the configuration of the point of sale back office. Implementation specialists’ goal is to help customers understand the POS software and facilitate the overall setup, with the ultimate goal of a successful and positive implementation of our products.

What you’ll be responsible for: 

• Design and configure of customer food & beverage menus 
• Schedule and facilitate one-to-one and one-to-many training sessions with topics including back office configuration, menu editing skills, and POS terminal workflows.
• Educate and train customers on use of the POS settings and configuration tools
• Update customer records in Hubspot, ChurnZero and other web-based tools to reflect new information and Implementation timelines
• Work closely with Implementation Consultants and cross departmentally with the Sales, Customer Success and Support, and Product teams to enable and improve the onboarding process
• Evaluate customer comprehension and adjust teaching methods to empower a vast array of personalities and learning styles
• Build and maintain active relationships with the customers to further their 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

What you’ll be bringing to the team: 

• Knowledge of the Golf Industry or avid player 
• Experience in customer-facing activities (ideally in a B2B environment)
• Experience in Restaurant/Hospitality
• Experience in training, teaching, onboarding or facilitating orientation sessions
• Ability to quickly learn, understand and teach tech concepts 
• Strong problem-solving skills that will ensure these customers use their POS to its full capacity. 
• Excellent communication skills in English & French - spoken and written

Even better if you have, but not necessary: 

• Previous experience in a technical role (software, IT, tech support)
• Previous experience with POS configuration and back office POS management
• Knowledge of Apple tools, web technologies, and networking
• Experience with Google Suite (Sheets, Docs, etc.)
• Basic knowledge of Property Management Systems (hotels)
• Understanding of payment processing solutions and potential troubleshooting scenarios.
• Knowledge of system integration through API
• Good understanding of Restaurant Point of Sale technologies
• Understands the sales cycle and customer journey in a SaaS environment.

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 hybrid environment (3 days/week in office);
• 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 RSU program (we are all owners)
• Unlimited paid time off policy
• Flexible working policy
• Health insurance
• Health and wellness benefits
• Possibility for transit fees to be covered
• Paid leave assistance for new parents
• Linkedin learning
• Volunteer day