Manager, Field Implementation (German speaking, Berlin, m/f/x)

We are looking for a dynamic and visionary Manager of Field Implementation to take on a pivotal role in driving our ambitious growth across EMEA. As we roll out a new go-to-market strategy, this role will be essential in refining and scaling our Field Implementation Consultant function to meet the demands of explosive sales growth. You will play a key part in transforming existing processes into a scalable, high-performance framework that will enable the success of a growing team working directly onsite with our customers.

What Youll Be Responsible For:

Developing the Role & Playbook:

• Design and establish the framework for the Field Implementation function across EMEA, tailoring the role to address the unique needs of customers and markets within the region.
• Build and refine scalable processes that ensure a consistent and efficient approach to implementation across diverse markets.
• Create a playbook that sets clear expectations, deliverables, and best practices for the team, ensuring alignment with both customer needs and internal objectives.

Customer-Focused Field Implementation:

• Ensure your team effectively manages the entire implementation process, from onboarding to transactional go-live, prioritizing customer satisfaction and success at every stage.
• Provide guidance and support to your team in the field, ensuring they adopt a customer-first approach by deeply understanding client needs and adapting solutions to fit on-site requirements.
• Serve as the primary escalation point for complex or high-impact implementations, empowering your team to solve challenges while collaborating with cross-functional teams to resolve critical issues quickly and efficiently.

Collaboration with Sales & Cross-Functional Teams:

• Partner closely with the Sales team, aligning on customer expectations, timelines, and the handoff process to ensure smooth transitions from Sales to Implementation.
• Regularly collaborate with Product, Support, and Marketing teams to provide feedback based on customer outcomes, ensuring continuous improvement of the customer experience.

Team Leadership & Growth:

• Oversee and manage a team of Field Implementation Consultants across EMEA, ensuring they deliver seamless, high-quality customer implementations with a focus on on-site support.
• Set clear performance goals for the team and provide ongoing feedback and development opportunities to ensure team members excel in their roles.
• As the business grows, develop strategies to scale the team and adapt processes to meet the demands of new markets and customers.
• Lead the recruitment and onboarding of a team of 18+ Field Implementation Consultants across the EMEA region to support our aggressive growth strategy.
• Collaborate with Talent Acquisition to develop and execute a recruitment strategy, ensuring we attract top talent with the right skills and cultural fit for the team.
• Actively participate in the full hiring process, including conducting interviews, assessing candidates, and making final hiring recommendations.

Operational Efficiency & Continuous Improvement:

• Monitor and report on key performance indicators (KPIs) related to implementation, team productivity, and customer satisfaction.
• Use data and customer feedback to refine and improve the implementation process, identifying potential bottlenecks and proactively addressing them.
• Ensure operational efficiency through the use of technology, process improvements, and the standardization of best practices across the team.

Stakeholder Management:

• Act as the key point of contact for senior leadership regarding the EMEA Field Implementation teams performance and strategic direction.
• Build strong, trust-based relationships with customers across the region, ensuring their business needs are met and they experience a smooth transition to our platform.

What Youll Bring to the Team:

• Experience in Customer Implementation, Customer Success, or Field Operations, ideally within the POS, Payments, or FinTech industry. With a minimum of 2 years leading.
• Proven experience in building and managing high-performing teams, with a focus on coaching, mentoring, and driving continuous improvement.
• Experience working directly with customers in the field, understanding their unique needs and challenges, and translating those into successful implementation strategies.
• Strong collaboration skills, with a proven ability to work closely with Sales and other internal teams to drive alignment and results.
• Excellent communication and leadership skills, with the ability to influence at all levels of the organization.
• Strategic thinking and problem-solving abilities, with a proactive approach to anticipating challenges and driving solutions.
• Willingness to travel across EMEA as needed to meet with customers and manage the team.
• Fluency in German & English is required.

Whats In It For You: Come live the Lightspeed experience...

• Genuine career opportunities in a company thats creating new jobs every day;
• Work in a team large enough for growth but lean enough to make a real impact;
• Exposure to modern and proven technology;
• Ability to work and grow in a truly flexible environment;
• Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed culture, a true Canadian tech success story.