Senior Director, Customers

<p>We are looking for a Senior Director, Customers at Lightspeed who will join our EMEA Leadership team in Amsterdam and play a critical role in ensuring our customers receive consistent and exceptional level of customer experience throughout the customer journey, tailored to the needs of each cohort, by leading our customer focused Engagement and Launch teams across Hospitality.</p> <p><strong>What you’ll be responsible for: </strong></p> <ul> <li>Driving the team to ensure high retention and growth of our key accounts &amp; high GTV merchants ensuring an exceptional level of customer experience</li> <li>The onboarding of all customers to quickly drive value from the platform for them - both in a high-touch/white-glove environment for High GTV merchants. </li> <li>As the Director of this group, you are accountable for the overall success of your team’s leads and their teams’ book of business and provide strategic leadership across both the Launch and Strategic Account Management teams.</li> <li>Drive the team to consistently hit Launch targets, while delivering a best-in-class customer experience</li> <li>Provide reporting and insights to leadership on both Launch &amp; Engagement</li> <li>Enable the Customer Engagement team to proactively engage with customers at key points in the customer journey.</li> <li>Oversee that team KPIs and make sure performance metrics are achieved on a monthly and quarterly basis</li> <li>Manage the development, growth and engagement of the leaders and ICs within the EMEA Customer teams. </li> <li>Collaborate cross-functionally to ensure successful implementation and communication of new processes and procedures. Be a leading customer advocate within Lightspeed: identify common customer challenges and partner with other departments to develop solutions</li> <li>Partner with key internal stakeholder including Product, Customer Support, Sales, IS and global customer leadership to ensure our customers are provided with a leading customer experience</li> </ul> <p><strong>Experience required:</strong></p> <ul> <li>Proven experience in a relevant Customer Success / Onboarding leadership role with a bias towards coaching and development to get the best out of people</li> <li>Relevant work experience in an industry like retail or hospitality, IT solutions, software sales, e-commerce, cloud applications, SaaS, POS, or technology.</li> <li>Demonstrated ability to lead a group towards common goals and enable them to deliver results.</li> </ul> <p><strong>What’s in it for you?</strong></p> <p>Come live the Lightspeed experience…</p> <ul> <li>Ability to do your job in a truly flexible environment;</li> <li>Genuine career opportunities in a company that’s creating new jobs everyday;</li> <li>Work in a team big enough for growth but lean enough to make a real impact.</li> </ul> <p>… and enjoy a range of benefits that’ll keep you happy, healthy and (not) hungry:</p> <ul> <li>Lightspeed share scheme (we are all owners)</li> <li>Company pension program</li> <li>Health and wellness benefit </li> <li>Mental health online platform and counseling &amp; coaching services</li> <li>Paid leave and assistance for new parents</li> <li>Language classes &amp; LinkedIn Learning license</li> <li>Volunteer day</li> </ul> <p><em>To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.</em></p> <p><em>Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.</em></p> <p><strong>Where to from here?</strong><br/>Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our <a href="https://www.lightspeedhq.com/careers/" target="_blank">career page here</a>.</p> <p>Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.</p> <p><strong>Who we are:</strong> <br/>Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial