Technical Specialist, Strategic Accounts (Bilingual FR/EN)

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. - 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.... - Contribute as part of the wider team to achieve organizational objectives even if this means doing things that aren’t strictly within the scope of your role. What you need to bring: - This role is open to candidates located in the greater Montreal metropolitan region or nearby areas. You should be close enough to travel to the Montreal HQ office easily. - Demonstrated experience delivering exceptional customer service within a technical support or customer-facing environment. - Previous experience within the Hospitality industry, with an understanding of operational workflows and customer needs. - Strong ability to independently manage and prioritize incoming support requests across email, phone, video calls, meetings, and on-site visits while meeting customer commitments and timelines. - Proficiency with computer systems and strong working knowledge of Mac...