Director, Account Management North America - Hospitality

Director, Account Management North America

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Lightspeed is seeking an experienced senior leader to join our NOAM Go-to-Market team as Director, Account Management for NOAM. You will be part of our Hospitality NOAM team and will lead the Account Management department for all merchant cohorts. They are laser focused on providing an exceptional level of customer experience, and ultimately driving retention and expansion for Lightspeed's valued customers.

You are a leader who demonstrates a focus and passion for the customer and the business. A collaborative, transparent leader who can create and communicate a vision and engage individuals to work towards objectives. This role requires a highly visible leader who can drive change through relationships, thought leadership, exceptional business knowledge and creating an engaging and inspiring work environment.

What you'll be doing:

1. Account Management Process Design and Implementation
   • Design and implement a comprehensive NOAM Account Management process to drive NRR and ensure alignment with Lightspeed's goals.
   • Build and maintain robust account management practices focused on retention, growth, and delivering exceptional customer experiences for high GTV accounts and SMB merchants.
2. Strategic Customer Retention and Growth
   • Ideate proactive ICP (Ideal Customer Profile) customer retention strategies and oversee their global implementation to minimize churn.
   • Develop and execute customer adoption strategies, engagement outreach initiatives, and churn forecasting models in collaboration with the global leadership team.
   • Enable the NOAM Strategic Account Management team to engage proactively at key customer journey milestones, leveraging usage data and health indicators to drive retention and account growth through initiatives such as QBRs.
3. Team Leadership and Development
   • Manage the development, growth, and engagement of Individual Contributors (ICs) within the NOAM Strategic Account Management team, fostering innovation and continuous improvement.
   • Oversee and ensure the achievement of the team's KPIs and performance metrics on a monthly and quarterly basis.
4. Global Collaboration and Best Practices
   • Partner with EMEA and APAC customer leaders to ensure a consistent and best-in-class customer experience internationally, aligning global strategies with regional needs.
   • Champion the integration of technology and process innovation to optimize customer success workflows and drive efficiency across both high-touch and low-touch merchant segments.
5. Scalable and Automated Solutions
   • Collaborate cross-functionally to ideate and implement scalable, automated, and self-service solutions tailored for SMB merchants, ensuring alignment with customer expectations and business objectives.
6. Insights and Reporting
   • Provide actionable insights and reporting to leadership on the engagement and retention of high GTV customers globally, evaluating the effectiveness of retention strategies and automated solutions.
   • Act as the first point of escalation for customer service concerns or churn risks related to high GTV customers in NOAM, leveraging data-driven insights for proactive resolution.

What you need to bring:

• Advanced experience in relevant Customer Success and/or Sales leadership roles with a bias towards customer experience, retention and growth of business.
• Experience collaborating with Global cross-functional teams and managing stakeholders (at all levels) across the organization.
• Proven experience organizing and directing multiple teams and departments.
• Relevant work experience in an industry like retail or hospitality, IT solutions, SaaS, POS, or technology.
• Demonstrated ability to lead a group towards common goals and enable them to deliver results.

Who you are:

• Ability to build simple yet powerful solutions while still working with existing customers.
• Exceptional communication skills, both written and oral.
• Data driven approach to problem solving.
• Strong analytical and decision-making skills.
• Open, honest and direct approach.
• Flexible, steady under pressure, and willing to switch gears quickly.
• Organized, self-directed, efficient and able to manage complex projects.
• Highly effective change agent who embraces change and leads change management by example.

What's in it for you?

• Ability to do your job in a truly flexible hybrid environment (3 days/week in office).
• Genuine career opportunities in a company that's creating new jobs every day.
• Work in a team big enough for growth but lean enough to make a real impact.

… and enjoy a range of benefits that'll keep you happy, healthy and (not) hungry:

• Lightspeed RSU program (we are all owners).
• Unlimited paid time off policy.
• Health insurance.
• Health and wellness benefits.
• Possibility for transit fees to be covered.
• Paid leave assistance for new parents.
• LinkedIn learning.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences.

Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.