Purpose of the role
The Launch Coordinator is the first point of contact for new hospitality customers until they are successful users of our platform. The main focus is to ensure prompt organisation of calls and case assignment between customers and consultants whilst providing an organised “go between” for our Implementation teams, sales teams and customers. The Launch Coordinator provides close support for consultants, ensuring customers are moving at the correct pace through their onboarding journey and have the correct documentation completed to ensure they are transactional in line with departmental targets.
Our joint mission
Lightspeed powers the businesses that are the backbone of the global economy.
Our one-stop commerce platform transforms and unifies digital and physical operations by enabling multichannel sales, expansion to new locations, global payments, financial solutions and connection to supplier networks. With the Lightspeed commerce platform, merchants in retail and hospitality can build thriving businesses for the future.
In line with our vision to help our customers get value out of our platform faster, we’re committed to investing in building a world-class team across Europe. As a Launch Coordinator, you will be part of our highly motivated and experienced EMEA Customer Launch team (40+ amazing colleagues). Therefore, there are lots of growth possibilities for the right candidate!
We're passionate about enabling people to do their best work. We dream big, and we're looking for people who do the same. With us, career milestones happen often and we celebrate every one. Come work with us and find out where your career will take you at Lightspeed!
Key responsibilities
1. Take an active role in the end-to-end onboarding process for new businesses, ensuring a smooth and seamless transition onto the software platform. This includes working closely with Implementation consultants and customers to establish clear timelines, deliverables, and expectations.
2. Provide close support for our customers through the use of Intercom, ensuring response times are in line with agreed SLA’s
3. Act as a main point of contact for customers through the live chat support function of Intercom, providing timely and effective communication, addressing inquiries, and resolving any issues or concerns that may arise in real time.
4. Continuously monitor the progress of onboarding implementations, tracking key metrics and milestones to ensure projects are on track and any potential risks or issues are identified and addressed proactively.
5. Maintaining detailed documentation of customer interactions across various internal tools in order to track follow-ups with customers, and ensure transparency across the department.
6. Scheduling internal resources to complete project-related tasks, such as the hardware installation, starting the customer billing cycle, or setting up payment processing.
And a little bit of....
7. 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.
KPI’s
How you will know you are kicking ass:
8. Monthly team targets achieved; hitting our total added MRR target per month
9. Coordinator CSAT score above 90%.
Experience
10. 0–2 years of experience working with B2B customers, preferably in a solution-sales / technology-related environment;
11. Excellent spoken and written English
12. Past hospitality experience is a plus.
13. Experience managing multiple projects with competing priorities
Attributes & Skills
What will help you kick ass in this role?
14. Ability to thrive in a competitive team environment and proactively add value through action
15. Results-driven, metrics-oriented, and resourceful;
16. Passion for people and technology;
17. Strong organisational and multitasking skills.
18. Accountable and solution orientated
Some things that we all do…
MAKE IT HAPPEN
We strive for meaningful results.
We own both our successes and setbacks along the way.
We stay curious, act boldly, and check our blind spots.
We only look back to learn.
MAKE IT TOGETHER
We win and celebrate as a team.
We help each other grow by bringing out the best in each other.
We work together to take on impossible challenges with energy and positivity.
We know when to set a new direction, and we all row together.
MAKE IT HUMAN
We bring our authentic selves to work, and we create space for everyone to succeed.
We support, trust, and respect each other.
We welcome each other’s unique perspectives as we recognize we are all essential parts of something bigger.
We communicate kindly and candidly.
MAKE IT ABOUT THE CUSTOMERS
Period.
MAKE IT DATA DRIVEN
We choose to assess rather than assume.
We champion analysis over anecdotes, but remain open-minded.
We ask the hard questions, consider the context, and make informed decisions.
MAKE IT MATTER
We measure ourselves by our impact.
We are deliberate and strategic about what we do, and what we do not do.
We identify creative solutions to new problems and blaze new paths.
We deploy our resources thoughtfully, all acting as owners.