Senior Enterprise Account Manager

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
We are seeking a senior motivated and dynamic person to join our Enterprise Account Management team. You will play a crucial role in satisfying, retaining, cross-selling, and upselling to our valued customers. Picture yourself as the conductor of an orchestra, harmonizing various departments and stakeholders to ensure a seamless and positive customer experience.

What You'll Do

• Commercial Focus: most of your time must be dedicated to commercial activities such as identifying upsell and cross-sell opportunities of Planet payment, tax free and software services, negotiating contracts, and meeting booking quotas, in order to drive revenue growth and profitability. Collaborate with global peers to maximize revenue potential.
• Customer Satisfaction: Serve as the central point of contact, understanding customer needs, challenges and objectives, and ensuring a seamless experience. You will have to map of key contacts on customer side and make sure they are all known and addressed by the relevant counterpart on Planet side.
• Support: while primarily commercial, you also provide vital support to customers, addressing concerns and coordinating with Ops teams who are ultimately in charge of defining and implementing effective solutions.
• Collaboration: you will collaborate closely with cross-functional teams, including Support, Pre-sales, Solution, Implementation, Finance, Marketing, and Executive Sponsors. Their role is to facilitate communication and alignment accross these departments to solve potential issues and meet customer demands effectively.
• Customer Advocacy: Articulate customer needs and pain points to communicate to internal teams, drive improvements in service and product offerings.

Key Performance Indicators

• Retention: manage a portfolio of named accounts, creating individualized account plans. Retain the portfolio and avoid any churn.
• Performance monitoring: monitor customer performance and coordinate resolutions for discrepancies
• Revenue ramp: track and maximize revenue ramp against forecasts for new accounts/products/services or any cross-sell or upsell booking
• Upsell & Cross-sell bookings
• Maintain updated customer information in Salesforce and other repositories.

Who You Are

• Minimum 5 years as Internal Sales role or Account Manager roles with the desire to grow with proven experience in sales or business development within the Retail or Hospitality payment industry. This includes knowledge of payment processing, financial technologies, regulatory frameworks and understanding the dynamics of the global payment ecosystem. A knowledge of Luxury ecosystem would be a great plus.
• Strong communication, relationship-building, and problem-solving skills. The candidate also needs to embody Planet values and culture, as they represent our organization to our customers.
• A "growth and collaboration" mindset, focused on building trust and growing business through support and relationship-building in order to extend Planet services to more locations and/or countries.

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.