About Planet
Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers.
We create great experiences for the millions of people who use our payments, software, and tax-free solutions every minute of every day.
Planet empowers its customers to deliver great customer experiences by combining payments and software in ways that drive greater loyalty, increase revenue and save time.
Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in more than 120 markets.
Role overview:
The primary objective of the Relationship Management team is to build and maintain relationships with our mid-market Payments and Tax-Free accounts, leading to improved customer lifespan and value. The Relationship Manager will be responsible for the growth, retention and overall satisfaction of their assigned customers.
What you will do:
Commercial focus: involving activities such as identifying upsell opportunities, negotiating contracts, and meeting booking quotas. This commercial aspect ensures revenue growth and profitability. They will partner directly with the peer teams on Cross sell activities.
Customer relationship management: Take ownership of customer satisfaction within assigned base, including but not limited to: conducting remote or in-person business reviews; coordinating customer meetings with Planet’s specialist teams; handling and resolving customer escalations and providing support where necessary.
Strategic account planning: Prepare account plans for each customer, outlining the customer's objectives and pain points, potential commercial opportunities, and a timeline for achieving goals.
Contract renewals and repricing: Coordinate customer contract renewals and negotiation to maximise customer retention.
Upselling of Planet products: Actively upsell products and services to assigned customer base, and identify opportunities to cross-sell new Planet products. Work closely with internal teams to ensure customers are live and transacting within agreed timeframes.
Customer performance tracking: Monitor customer data to track performance, identifying any churn, changes or discrepancies and coordinating appropriate resolution strategy. Monitor revenue ramp of new accounts/products/services against forecasted revenue and troubleshoot to optimise results.
Sharing best practices: Keep up to date with industry trends including compliance, product knowledge and best practices through research as well as Training & Development programs organised by Planet.
Collaboration: collaborate closely with cross-functional teams, including Support and other Ops teams, Pre-sales, Solution, Implementation, Finance, Marketing, and Executive Sponsors. Their role is to facilitate communication and alignment across these departments to solve potential issues and meet customer demands effectively.
Customer Advocacy: clearly articulate customers’ needs and pain points and use this information to work with Planet internal teams to improve both service and products.
Who you are:
Commercial experience, ideally within a relationship-building role. Relevant courses / training desired but not required.
Experience in the payments or Tax-Free industry is highly valued. This includes knowledge of payment processing, financial technologies (FinTech), regulatory frameworks, and understanding the dynamics of the global payments ecosystem.
Strong communication, presentation, relationship-building, and problem-solving skills.
Keen interest in building strong customer relationships and fostering customer loyalty.
Passion for Planet’s values and culture; you represent our organization to our customers.
Fluent in English and a second language (German, French, Spanish, Portuguese, Italian), verbal and written.
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.