Premium Enterprise Delivery & Support Manager

Premium Enterprise Delivery Manager

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.

What You Will Do:

• Activities are predominantly managed via email and phone (video calls) with periodic F2F visits scheduled throughout the year
• Serve as a SPOC for all Operations relationship matters for your assigned accounts.
• Identifying key customer stakeholders build trusted relationships with them
• Service satisfaction is the number one focus in this role. It is imperative that the Premium Enterprise Delivery Manager owns and manages all issues and queries through to resolution and enhances the customer’s overall experience with Planet.
• Understand your customer account in detail and always keep customer Playbook up to date.
• Champion for Customer Experience Improvement
• Customer Satisfaction Levels >8/10 as measured by CSAT
• Provide the highest levels of service and professionalism be a problem solver willing to go the extra mile.
• Maintain strong working relationships with all other business lines
• Identify and track reoccurring issues and trends inc thematic analysis with mitigations
• Ensuring weekly reporting to senior management on client relationship status

Who You Are:

• Perfect in spoken and written English and French
• A minimum of three years of customer service experience – Account Management is desirable.
• Strong analytical skills, thrives in a data environment and is very capable with excel
• Proficient in MS Office suite
• Ability to effectively communicate with multiple levels of managements
• Passion for helping others, very good communication and interpersonal skills
• Previous Customer Services/Relationship Management experience
• Experience working in a Financial industry with Payment experience
• Work well within a team as well as on their own initiative
• Ability to prioritise work in order to meet deadlines
• Must be available to work within a 5-day operation (Monday – Friday)
• Willing to travel when required
• Technology is a friend to you. You know how to operate a PC, are able to generate reports based of analysis, build presentations and troubleshoot technical issues.

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.

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.