Customer Success Manager

2 weeks ago

Kilkenny, Kilkenny, Ireland Planet Full time
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

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.

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.
  • English language B2/C1.
  • 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.
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