Strategic Account Manager

3 weeks ago

Melbourne, Victoria, Australia Lightspeed Full time
About the Role

We are seeking a highly skilled Strategic Account Manager to join our team in APAC. As a key member of our Hospitality Customer team, you will be responsible for driving retention and expansion of our highest valued customers.

Key Responsibilities
  • Act as single point of contact and account owner for Lightspeed's largest and highest valued customers
  • Responsible for driving product adoption and Net Revenue Retention of book of business
  • Plan and deliver Quarterly Business Reviews and Success Plans, pulling in Strategic Account Executive as needed
  • Monitor customer usage data, go-live dates, health indicators and translate into strategies for account retention and growth
  • Advocate industry and customer needs within the Lightspeed organization to support and enable the prioritization and timely investment in innovation
  • Own, manage and drive key customer accounts
  • Establish and maintain strong relationships with Lightspeed customers with a strong understanding of client's business, goals and objectives
  • Work cross functionally with internal teams (Account Management, broader Sales team, Revenue Operations, Pay Operations, Launch and Support) to provide second-to-none customer satisfaction and resolution for at-risk events
  • Own and drive the strategy for each customer in your book of business
  • Funnel customer feedback to the appropriate teams to improve the end-to-end customer journey and address product gaps
Requirements
  • Experience in a key accounts level Customer Success or Account Management role in B2B environments
  • Experience owning a large book of business ($ annual revenue)
  • Resourcefulness with a demonstrated ability to anticipate change and proactively adjust priorities and strategies accordingly
  • Experience in a SaaS and/or technology-related field
  • Industry expertise in hospitality
About Us

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We were founded in 2005, in Montreal's gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

We are building communities through commerce, and we need people from all backgrounds and lived experiences to do that.

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