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Customer Success Manager
vor 3 Wochen
Employment Type:
Employee
Contract Type:
Permanent
Life At Planet
Do you love putting smiles on faces? Do you want to work in an environment that is obsessed with making customers and employees happy? Do you want to be part of a global mission to revolutionise commerce and payments? Do you want to be working in a progressive organisation with the ambition to be the global player in what we do? If you do, then this role could be for you.
You will be able to find current vacancies on:
Here at Planet, we are extremely proud of our heritage of over 30 years. And it is what makes us a unique payment partner for many of the world’s most prestigious brands. We don’t just provide world class commerce and payment services, we generate revenue for our customers, and we help them grow. In the early days, we set out to simplify the complex payment process of VAT refunds for international shoppers in Europe. Fast-forward to today, and our single payments platform is unique in the industry - the only one that offers acquiring, processing, digital wallets, VAT refunds and currency conversion services. We have recently integrated several other tech businesses - Protel, Hoist, Datatrans, Proiximis - to help us to continue to grow and dominate the market as we set about our mission of being a world leader. And with strong Private Equity Investors from Advent International and Eurazeo, we are well set up to win.
We know that it’s our people that differentiates who we are and what we do and that is why we are keen to hire world class talent like you.
Role Overview
The account manager is primarily responsible for the management of customer relations. As soon as a new customer has signed the contract, Business Development hands the customer over to an Account Manager. The account manager is then responsible for the entire further processing of the project. He coordinates and organizes the onboarding of the new customer with all internal departments and with the customer. In doing so, he adopts the key position to ensure that the project runs smoothly. Even after the onboarding of the customer, the Account Manager is the permanent contact person for the customer. The Account Manager looks after a defined customer base and is in regular contact with them. He is responsible for product presentations as well as the creation and implementation of concepts and projects for his existing customers. By continuously cultivating existing customers, he recognizes and exploits sales potential.
What you will do
- Coordinating the onboarding of new customers and ensuring a smooth project flow
- Expanding, deepening and maintaining customer relationships with existing customers
- Continuous increase in sales through active upselling and cross-selling measures
- Ensuring high customer loyalty and low customer churn rates
- Achievement of team and company goals
- Taking on new customers from the sales team using the standardized on-boarding process
- Coordination of smooth system implementation or project progress.
- Active support, successful deepening and sustainable maintenance of customer relationships
- Contact person for customer inquiries regarding offers, contracts and products
- Coordination and forwarding of customer inquiries to other departments (Orders, Projects, Support, Development and Accounting)
- Advising on our products and new developments for existing customers as part of up-selling and cross-selling activities (additional modules, interfaces, software updates, software support contracts, training sessions, etc.)
- Planning and execution of product presentations for existing customers
- Preparation, participation and documentation of customer meetings according to internal standards
- Preparing quotations, conducting contract negotiations, and following up on quotations until the contract is signed
- Independent written and telephone correspondence within the scope of responsibilities
- Support, preparation and participation in industry-specific events, trade fairs and marketing activities
- Working out special conditions during contract negotiations
- Coordination of further procedures in case of customer complaints
- Working out special conditions during contract negotiations in coordination with your line manager
- Coordination of further procedures in case of customer complaints
- Resolving challenges, complaints and escalations with customers, if necessary by reporting with solution approaches to the supervisor Authorizing licenses/ and checking customer requests for correctness
- Creating product presentations for customers and schools
- Maintaining the internal information platform according to internal standards.
Who you are
- A personality with the passion and motivation to drive the relationship with the customer forward.
- You love customer-focused work and have a strong service and solution orientation
- You have the ability to work independently, make decisions and are not afraid to take responsibi
