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About the Role
As the Team Lead for the German Customer Implementation team in Berlin, you will oversee and manage a team of Implementation Consultants and Coordinators responsible for the remote deployment of our products and services.
Responsibilities
- Lead and mentor a team of Implementation Consultants, providing guidance, support, and training.
- Collaborate with cross-functional teams to streamline processes and optimize project efficiency.
- Act as an escalation point for client issues, providing timely resolution and maintaining client satisfaction.
- Accountable for the performance of the DACH team, ensuring team KPIs and performance metrics are achieved.
- Monitor and assess team performance against key performance indicators.
- Provide regular coaching, feedback sessions, and performance reviews.
- Act as a customer advocate and liaison to other teams, identifying challenges and developing solutions.
- Work closely with department leadership on delivering the team's long-term vision.
Requirements
- Experience in a leadership role (3 years+).
- First-hand experience in a Customer Success/Onboarding/Customer Support role in B2B environments.
- Understanding of the customer journey and the importance of customer experience during onboarding.
- Demonstrated ability to work towards common goals and enable team members to deliver results.
- Experience in a SaaS and/or technology-related field.
- Knowledge of Mac OS X, iOS, G Suite, Salesforce, Zendesk, and ChurnZero.
- Industry expertise in hospitality.
- Fluency in German and professional English.
Skills
- Leadership
- Mentoring
- Coaching
- Customer Success
- Onboarding
- Customer Support
- B2B
- SaaS
- Technology
- Project Management
- Client Relationship Management
- Performance Management
- Mac OS X
- iOS
- G Suite
- Salesforce
- Zendesk
- ChurnZero
- Hospitality Industry
- German Language
- English Language
Location
- Berlin, Germany
Work Type
- Remote Deployment
- Flexible Environment
Experience Level
- Senior
Benefits
- Lightspeed equity scheme
- Health & Wellness Credit (400 EUR/year)
- Mental Health Support through the Modern Health App
- People Experience (work from anywhere for 60 days/year)
- LinkedIn Learning access
- Time off to volunteer
- Transit benefit
- Healthy snacks
- After work events
- Health insurance
About the Company
- Lightspeed is building communities through commerce.
- Lightspeed is a proud equal opportunity employer committed to creating an inclusive and barrier-free workplace.
- Lightspeed welcomes and encourages applications from people with disabilities.
- Lightspeed was founded in 2005 in Montreal, Canada.
- Lightspeed's ethos has been about inclusion from the very beginning.
- Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences.
- Lightspeed's cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.
- Lightspeed serves retail, hospitality, and golf businesses in over 100 countries.
- Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD).
Equal Opportunity
- 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.