Strategic Account Manager
4 weeks ago
About the Role
We're seeking a seasoned Strategic Account Manager to join our Hospitality Customer team in APAC. As a trusted partner for our customers, you'll drive retention and expansion of your book of business, consisting of Lightspeed's highest valued customers.
Your 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
What You'll Need
- 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
What's in it for You?
- Ability to do your job in a truly flexible environment;
- Genuine career opportunities in a company that's creating new jobs everyday;
- Work in a team big enough for growth but lean enough to make a real impact.
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
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