Customer Success Manager

About Us

Planet is a leading technology company transforming payments by putting customer experience first.

We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence.

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role Overview

Join our team as a Customer Success Manager (PMS), where you'll be responsible for driving customer satisfaction and retention of our market-leading PMS and payment solutions within our existing direct sales PMS customer base. This position is based in one of our offices dedicated to direct sales.

Your primary responsibility will be to be the commercial contact for our current PMS (Hotsoft, Protel On-Premise and Protel Cloud) user base. You'll leverage your experience, knowledge, and customer-focused approach to engage existing customers, generate excitement and upsell opportunities within their currently used products as well as preventing churn by monitoring the health status of accounts.

In this role, you'll receive incoming commercial customer requests in addition to actively engage with our customer base, keep our CRM System (Salesforce) up to date, upsell add-ons for solutions in use and create leads to our cross-sales (X-Sale) team. Collaborating with our worldclass marketing, product, technical support and sales teams, you'll make sure to reach your individual KPIs

If you're eager to contribute to a rapidly growing product line and make a significant impact, we invite you to apply and be part of our success story

What You Will Do

* Handle incoming product inquiries from existing customers regarding commercial needs.
* Analyze our existing customer base to uncover cross-selling and upselling opportunities within our solution portfolio.
* Leverage email, phone calls, databases, and social media to gain deeper insights into prospect organizations, presenting relevant products and solutions virtually and over the phone to attract customer interest.
* Utilize Planet’s established systems, including Salesforce, Odoo, and Snowflake, to accelerate, analyze, track, customers satisfaction, churn risk and health status.
* Address customer challenges, complaints, and escalations by collaborating with relevant internal departments involved.
* Develop a comprehensive understanding of Planet's current and upcoming features to identify and implement new business opportunities.
* Focus on achieving business goals and objectives, ensuring all activities are properly reported, documented, and shared internally.
* Accurately document and report all new sales opportunities in Salesforce and, if necessary, hand them over to the Cross-Sales sales team in accordance with internal standards, ensuring visibility to internal stakeholders.
* Facilitate the onboarding of new employees as required.

Who You Are

* Hospitality Industry background
* French language B2/C1 and good written & spoken English
* Experience with hotel software (PMS, Revenue Management, etc.) is a plus
* Excellent sales skills
* Self-motivated
* Well-spoken and articulate.
* Good Microsoft Office, Salesforce (CRM) and Windows operating system experience
* Positive can-do attitude
* Organization and issue resolution skills
* Team player

Why Planet

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.