Senior Manager, Launch Services
Il y a 2 mois
**Hi there Thanks for stopping by**
Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place
We're looking for a Senior Manager to join our Launch team in Europe. You will lead a team of Launch Coordinators, Implementation Specialists & Customer Configuration Specialists, whose main focus is to facilitate the product orientation and training sessions for new and existing Lightspeed clients. This position can be based anywhere in **Europe**.
**About the role**:
As the Senior Manager of Launch Services, you will own the onboarding KPIs for the region (New Transactional Stores, Time to Transaction, Transactional MRR) across all hospitality products and lead the region on all launch projects & initiatives. You will also act as a coach and mentor to your team members to ensure customers are receiving effective training, documentation and tools to gain product value sooner. The Launch team strives to ensure successful product implementation and timely adoption of the products they support.
Most important of all, our Launch team is pretty freaking awesome. Yes really - We're passionate about enabling people to do their best work and unlocking their potential. So, if you are looking to work with incredible people every day and do the best work of your life, you have come to the right place.
**What you'll be doing**:
- Serve as the day-to-day leader for all Launch-related functions in the EMEA region, provide guidance on the team's day-to-day tasks and ensure processes are adhered to
- Actively plan, develop, and optimize team procedures and processes; create and adapt customer-facing resources
- Oversee all new hire onboarding to ensure they receive comprehensive training and develop resources, as required
- Be data driven in qualitative and quantitative analysis of team performance to identify areas of opportunity and growth
- Play a central role in impacting the strategic priorities under the functional leader for the region
- Influence sub-functional strategy & provide insights to align resources and capabilities to key results
- Focus on projects and deliverables that will come to fruition short/mid-term, while also providing strategic insights to functional leader to incorporate into annual planning
- Provide guidance and resolve roadblocks for the team
- Empower team members with skills to improve their confidence, product knowledge, and communication skills
- Conduct quarterly performance reviews and regularly provide feedback and discuss growth opportunities with team members
- Be a leading customer advocate within Lightspeed: identify common customer challenges and partner with other departments to develop solutions and represent Retail Onboarding in cross-functional projects
- Act as a liaison to other teams, making sure to keep the team aligned with future projects and relevant initiatives
- Lead by example to drive consistently high standards
**Who you are**:
- You are a results-driven, self-motivated, and autonomous individual
- You demonstrate excellent judgment and an ability to resolve conflict quickly and efficiently
- You pride in high attention to detail with strong analytical skills and proven ability to translate data into insights
- You have the knack to build trust quickly and communicate effectively with other team members
- You have excellent project management and organizational skills needed to manage shifting deadlines in a fast-paced tech environment
**What you need to bring**:
- Firsthand experience in a Customer Success/Onboarding role in SaaS environments
- Experience leading, coaching and mentoring a high performing team including other managers and team leads
- Demonstrated ability to lead a group towards common goals and enable them to deliver results
- Resourcefulness with the ability to anticipate change and proactively adjust priorities and strategies accordingly
- Polished communication skills in English, both written and verbal
- Data driven approach to problem solving
**Even better if you have, but not necessary**
- Bachelor's degree in business, social sciences, or a related field
- Fluency in French, German or Dutch
- Experience in a SaaS and/or technology-related field
- Industry expertise in hospitality; hotels, restaurants
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
**Where to from here?**
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 career page here.
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 abo
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