Manager, Account Management (Ecommerce)

TL;DR

Manager, Account Management (Ecommerce): Leading the Account Management team and ensuring customers receive an exceptional level of customer experience throughout their journey, tailored to their needs. Focus on strategic leadership, achieving Net Retention and Expansion targets, and serving as a point of escalation for customer service concerns.

Location: Remote

Company

Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences.

What you will do

• Provide strategic leadership to the Account Management teams, ensuring merchants have dedicated ongoing support and partnership.
• Drive the team to consistently hit Net Retention and Expansion targets while delivering a best-in-class customer experience.
• Serve as a point of escalation for customer service concerns or churn risks related to the merchants.
• Act as a coach and guide to the Account Management team to sustain high team performance.
• Develop strategies around sales activity to provide feedback around KPIs to Sales and Marketing Directors.
• Collaborate cross-functionally to ensure successful implementation and communication of new processes and procedures.

Requirements

• Experience in a relevant sales or account management role, with a bias towards coaching and development.
• Relevant work experience in an industry like IT solutions, software sales, e-commerce, point of sale retail, or technology.
• Strong stakeholder management skills, with a demonstrated ability to build and maintain positive relationships.
• Extensive experience selling SaaS.
• Strong analytical skills.
• Fluency in English as a working language.

Culture & Benefits

• Lightspeed is committed to creating an inclusive and barrier-free workplace.
• Lightspeed welcomes and encourages applications from people with disabilities.
• The company strives to provide a workplace where everyone belongs.