Technical Specialist, Strategic Accounts - German speaking (all genders)

Job description

Hi there! Thanks for stopping by 👋 Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place. Lightspeed is looking for a Technical Specialist, Strategic Accounts in Berlin. You will be mostly focused on K-Series, report into the Strategic Support Services Team Lead and will be an important part of our global hospitality support organization. Our Strategic Support Services team oversees the Lightspeed Strategic Accounts support experience. This group partners with Senior Support + Strategic Accounts Management to quarterback the service experience for our most valuable and complex merchants. WHAT THE ROLE INVOLVES - Deliver Premium Support: Provide exceptional technical assistance and white-glove customer service to Strategic Accounts via email, phone, video, and on-site engagements. - Optimize Business Processes: Proactively identify opportunities to recommend best practices, helping high-value clients streamline operations and maximize the value of the Lightspeed ecosystem. - Facilitate Seamless Transitions: Partner with Implementation teams to execute successful "warm handoffs," ensuring a consistent and smooth experience for new Strategic accounts. - Strengthen Account Partnerships: Collaborate closely with Strategic Account Managers (SAMs) to manage daily operations, resolve complex issues, and elevate the overall customer journey. - Anticipate Client Needs: Lead unified customer meetings alongside SAMs to review ongoing requests, forecast future requirements, and mitigate risks before they escalate. - Drive Features Adoption: Conduct proactive account health syncs (remote or on-site) to advocate for feature adoption that translates into measurable business growth for the client. - Provide Training Sessions: Ensure our Strategic customers continue to fully utilise the potential of our software by providing training to new and existing staff members. - Influence Product Strategy: Synthesize deep insights into client business challenges to advocate for product enhancements, liaising directly with Product and Development teams to refine the user experience. - Escalation Management: Manage high-stakes technical escalations end-to-end—overseeing technical resolution, executive communication, and stakeholder feedback loops to ensure total customer satisfaction. - Advanced Troubleshooting: Employ a comprehensive suite of diagnostic techniques to rapidly isolate the root cause of escalated issues and deliver high-impact solutions. - Knowledge Management: Maintain meticulous documentation of account-specific complexities and resolutions to empower global Support teams and ensure consistent service delivery. - Champion Technical Excellence: Write and maintain troubleshooting guides, testing procedures, and internal documentation while precisely tracking software defects for corrective action. - Cross-Platform Mastery: Continually develop technical expertise across all Strategic Lightspeed hospitality platforms to provide versatile, high-level support. AND A LITTLE BIT OF.... - Contributing as part of the wider team to achieve organisational objectives even if this means doing things that aren’t strictly within the scope of your role. YOUR EXPERIENCE There’s many different ways to gain “experience”. People learn in different ways, skill sets can be transferred, especially when combined with a willingness to learn. If you don’t quite tick all of these boxes but think you could still absolutely smash it, send us an application anyway and let us know why you’d be amazing in this role! - This role is open to candidates located in Berlin. - Excellent verbal and written communication skills in German and English (we do service multiple languages, so any others you know are a bonus!). - Extensive customer service experience in a technical support role. - Prior experience in the Hospitality industry. - Ability to self-manage incoming emails, telephone calls, video calls, meetings, and on-site visits based on priority and customer commitments. - Strong computer skills and working knowledge of Mac OS. - Proven troubleshooting skills in a senior support position. - Strong problem-solving skills that will ensure our customers use their POS to its full capacity. - Ability to manage technical escalations of at-risk accounts and identify growth opportunities. - Flexibility in your schedule to work. Support never stops! Even better if you have, but not necessary - Knowledge of networking or network support experience. - Understanding of API (relevant to SaaS) and experience supporting this. - Prior experience in a consultant role. WHAT’S IN IT FOR YOU We're a global company, and our benefits vary depending on the country you live in. But here's a brief overview of our global benefits: - Equity options: We grant equity in the form of Restricted Share Units (RSUs) to our employees. Because this is your company, too. - Health & wellness credit: Our Health & Wellness credit can be used in numerous ways so that you feel at your best. - Career development: We're big on internal moves and new challenges across Lightspeed. - Time off to volunteer: Our volunteer program is a global initiative encouraging Lightspeeders to use one day off a year to give back to their communities. - Health apps: Access to professional or coaching services is available to all employees. - And many more, depending on the country you’re based in! We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... Hit the ‘Apply’ button and give it a try! To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes. Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. WHERE TO FROM HERE? Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here https://www.lightspeedhq.com/careers/. Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. 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. 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. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks. 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. Lightspeed handles your information in accordance with our Applicant Privacy Statement https://www.lightspeedhq.com/legal/applicant-privacy-statement/.