Strategic Account Manager

4 weeks ago

Melbourne, Victoria, Australia Lightspeed Full time
Drive Customer Success and Growth

We're seeking a seasoned Strategic Account Manager to join our Hospitality Customer team in APAC. As a trusted partner, you'll drive retention and expansion of your book of business, consisting of Lightspeed's 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
What We Offer:
  • 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.

We're committed to creating a work environment that's inclusive, supportive, and empowering. If you're passionate about delivering exceptional customer experiences and driving business growth, we'd love to hear from you.

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