We're looking for a Implementation Consultant to join our Customer Implementation Consultant team in APAC. You will play a pivotal role in deploying our innovative solutions while managing queues and optimizing customer journeys. This position is ideal for individuals who excel at utilizing ChurnZero to enhance customer interactions with minimal human interaction.
As a high tech-touch Implementation Consultant, you will be responsible for overseeing the successful implementation of Lightspeed (O & K-Series) POS system for our SMB clients. This role is at the intersection of technology and customer experience, involving collaboration with cross-functional teams to deliver seamless and tailored POS solutions.
Responsibilities
* Develop and execute comprehensive implementation plans for POS system, leveraging automation and digital workflows.
* Implement and configure software solutions using automation tools to meet client specifications.
* Implement and manage queues within ChurnZero to streamline and automate processes.
* Act as the primary point of contact for clients during the implementation phase, ensuring implementation remains on track, addressing any concerns and ensuring customer satisfaction.
* Become a SME in POS Technology and its applications, capable of troubleshooting and working with technical teams on solutions.
* Conduct training sessions for clients on the effective use of the implemented POS system.
* Ensure the quality and accuracy of POS system implementations. Conduct thorough testing and validation to guarantee the functionality and reliability of the implemented solutions.
* Create and maintain implementation documentation, including status reports.
* Coordinate with internal teams, including Sales, Underwriting, Billing, and Support, to ensure alignment and successful execution of implementation projects.
Additional Responsibilities
* Sharing knowledge and contributing to wider team learning and development
* Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren't strictly within the scope of your role.
* Working cross functionally with other departments to identify case study opportunities and customer shout outs
Requirements
* Previous experience in a customer success role; experience in delivering training and professional services is a huge asset
* Strong project management skills with the ability to manage multiple projects simultaneously.
* Excellent time management and organizational skills
* Exceptional communication (verbal and written) and presentation skills
* Deep technical knowledge of hospitality industry
* Motivated to achieve results
What We Offer
* A flexible work environment that empowers you to do your best work
* A culture that celebrates performance
* The chance to make an impact in a team that's big enough for career growth, but lean enough to make your voice heard
* Career-defining opportunities
Benefits
* Lightspeed share scheme (we are all owners)
* Unlimited paid time off policy
* Flexible working policy
* Work remotely from anywhere in the world for up to 60 days per year
* Health and wellness benefit of $500 per year
* Mental health online platform and counselling & coaching services
* Paid leave and assistance for new parents
* LinkedIn Learning license
* Volunteer day
* Dog friendly environment
* Incredible snack bar filled with a variety of snacks & drinks, to keep you going throughout the day
* Weekly catered lunches for the entire office
* Dedicated Wellness Room for your physical and mental health needs, during working hours
* Exciting events hosted regularly by our Melbourne Culture Club
* Awesome office space located in Southbank, VIC
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.
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