Team Lead Customer Implementation

Experience in a leadership role
Firsthand experience in a Customer Success/Onboarding role in B2B environments
An understanding of the customer journey, including the importance of the customer experience throughout their lifecycle, specifically within onboarding.
Demonstrated ability to work towards common goals and enable team members to deliver results
Strong coaching and communication skills.
Resourcefulness with the ability to anticipate change and proactively adjust priorities and strategies accordingly
Polished communication skills in English, and ideally in French

Act as a mentor to other members of the Onboarding team: provide guidance on their day-to-day tasks and ensure process is adhered to
Oversee that team KPIs and performance metrics are achieved on a monthly and quarterly basis
Actively contribute to the improvement of team procedures and processes; create and adapt customer-facing resources
Lead by example to drive consistently high standards
Be a customer advocate within Lightspeed: identify common customer challenges and partner with other departments to develop solutions
Oversee all new hire onboarding to ensure they receive comprehensive training and develop resources, as required
Conducting weekly coaching sessions, and monthly performance reviews
Act as a liaison to other teams, making sure to keep the team aligned with future projects and relevant initiatives
Mentor team on customer escalations, technical product related questions, and proactively get involved when needed to resolve any customer satisfaction issues

Bachelor’s degree in business, social sciences, or a related field
Experience in a SaaS and/or technology-related field
Knowledge of Mac OS X, iOS, G Suite, Salesforce, Zendesk, Calendly, and ChurnZero
Industry expertise in retail/ecommerce