Customer Success Manager (PMS) with German

locations

Madrid Office - Spain

time type

Full time

posted on

Posted Today

job requisition id

JR11931

About Planet

Planet is a global technology company delivering next-generation PMS and payments solutions purpose-built for the hospitality industry.

With a heritage of over 40 years in hotel technology through brands like Protel and Hotsoft, Planet has evolved into the only full-stack provider offering a fully integrated platform that unifies PMS, payment solutions, and over 1,000 third-party integrations, all from a single provider.

Our platform is designed to eliminate operational friction, enhance the guest journey from booking to check-out, and drive revenue growth and loyalty for hoteliers around the world.

Headquartered in London with over 2,500 employees across six continents, Planet supports over 800,000 customers in more than 120 markets. Visit our webpage to get to know us better: https://www.weareplanet.com/hospitality

Role Overview

Join our team as a Customer Success Manager (PMS), where you'll be responsible for driving customer satisfaction and retention of our market-leading PMS and payment solutions within our existing direct sales PMS customer base. This position is based in one of our offices dedicated to direct sales.

Your primary responsibility will be to be the commercial contact for our current PMS (Hotsoft, Protel On-Premise and Protel Cloud) user base. You'll leverage your experience, knowledge, and customer-focused approach to engage existing customers, generate excitement and upsell opportunities within their currently used products as well as preventing churn by monitoring the health status of accounts.

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.

If you're eager to contribute to a rapidly growing product line and make a significant impact, we invite you to apply and be part of our success story

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

German (B2/C1) and good written & spoken English

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

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.

About Us

Company Background

Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.

Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.

With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.