As part of the Lightspeed Customer Success Team, the post-sales product specialist is tasked with stewarding department processes and product technical content, in order to create the best first impression for our customers. Serving as a Lightspeed product expert, the product specialist is responsible for introducing our new customers to the various Lightspeed customer resources, as well as training customers on specific aspects of our products. Once successfully initiating a new customer to Lightspeed, the product specialist will also be required to build and maintain an active relationship with the customer to further the customer's satisfaction and business.
Text title: ?Primary Responsibilities
Maintain a high level of customer satisfaction through each stage of the post-sales relationship, including onboarding, follow-ups, and hand-off to support.Analyze and handle new and existing customer onboarding cases, and lead the customer onboarding sessions.Scope out technical solutions to address customer requirements and recommend optimum solutions and support.Create and manage documentation that pertains to the post-sales Product Specialist's processes.Reach out to customers who have not responded to onboarding requests.Lead post-sales webinars through online software.Attend weekly meetings with post-sales Product Specialist team.Work with Lightspeed Support for escalated tickets and assist in their resolution.Act as a product knowledge resource for Level 1, 2, and 3 Support Specialists, answering questions and assisting with new employee training.Research and implement new technologies related to post-sales Product Specialist workflows, such as scheduling software, Google, and Salesforce integrations.Provide training to customers and assist with support tickets when needed.Assist Support Specialists with customer onboarding inquiries.Gather and analyze statistics related to new customer onboarding, Support, and Sales in order to improve customer retention and team performance.Participate in peer-reviews and evaluations.Handle other duties and responsibilities as defined by management.
Text title: ?Requirements
3+ years experience in customer-facing activities in a B2B environmentBS in Computer Science, or equivalent experienceComprehensive knowledge of Lightspeed Pro, Lightspeed Cloud, Web Store, eCom and Lightspeed iOS applicationsStrong understanding of retail and Point of Sale technologiesKnowledge of Apple tools, web technologies, and networkingExcellent written and spoken EnglishSuperior presentation skills
Text title: Assets
Strong understanding of retail and Point of Sale technologiesKnowledge of Apple tools, web technologies, and networkingKnowledge of system integration through APIExperience with Salesforce.comRetail experienceHospitality experienceeCommerce experienceBilingual English & French