Lightspeed
SaaS
TechnicalSpecialist,StrategicAccounts(BilingualFR/EN)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Specialist, Strategic Accounts (Bilingual FR/EN) at Lightspeed. Skills: Customer Success, Technical Support, Account Management. Deliver premium support. Provide technical assistance”
Industry & Context.
Problem-solving; Analytical skills; Root cause analysis
Travel to Montreal HQ
What They're Looking For.
Must Have
Demonstrated customer service experience, Technical support experience, Hospitality industry experience, Manage and prioritize support requests, Proficiency with computer systems, Working knowledge of Mac OS, Troubleshoot complex technical issues, Analytical and problem-solving skills, Manage technical escalations, Identify growth opportunities, Fluency in English
Nice to Have
Knowledge of networking, Network support experience, Experience supporting API, Prior experience in consultant role
What You'll Do.
Deliver premium support
Provide technical assistance
Provide customer service
Optimize business processes
Recommend best practices
Facilitate seamless transitions
Execute warm handoffs
Strengthen account partnerships
Manage daily operations
Resolve complex issues
Elevate customer journey
Anticipate client needs
Lead customer meetings
Review ongoing requests
Forecast future requirements
Drive features adoption
Conduct account health syncs
Advocate for feature adoption
Provide training sessions
Influence product strategy
Advocate for product enhancements
Manage technical escalations
Oversee technical resolution
Oversee executive communication
Oversee stakeholder feedback
Employ diagnostic techniques
Deliver high-impact solutions
Maintain documentation
Empower support teams
Ensure consistent service
Champion technical excellence
Write troubleshooting guides
Maintain testing procedures
Track software defects
Develop technical expertise
Provide versatile support
Contribute to team objectives
How You'll Work.
Team & Collaboration
Partner with Strategic Account Management; Partner with Product teams; Collaborate with SAMs; Liaise with Product; Liaise with Development
Communication Scope
Executive communication; Client meetings
Full 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 seeking a Bilingual (FR/EN) Technical Specialist, Strategic Accounts to join our hospitality support team in Montreal, Quebec. In this role, you won’t just close tickets—you’ll act as the technical anchor for our most valuable and complex global merchants, providing next-level, white-glove support. Partnering closely with Strategic Account Management and our Product teams, you’ll solve deep-dive technical challenges, advocate for critical product improvements, and directly shape the experience that keeps our merchants thriving What you’ll be doing: - 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 utilize the potential of our software by providing training to new and existing staff members. - Influen
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