Customer Success Manager (PMS) > Joboolo FR :

Customer Success Manager (PMS)

Apply locations:


Paris

- France

Time type:


Full time

Posted on:


Posted 7 Days Ago

Job requisition id:


JR09066

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.

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 engaging with our customer base, keeping our CRM System (Salesforce) up to date, upselling add-ons for solutions in use, and creating leads for our cross-sales (X-Sale) team.


Collaborating with our world-class marketing, product, technical support, and sales teams.

What you’ll do:

• Handle incoming product inquiries from existing customers regarding commercial needs.


• Analyze 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 customer 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 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.


• Native language in the primary assigned sales territory and good written & spoken English (min.
  
  
  B1).


• 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 attitude.


• Organization and issue resolution skills.


• Team player.

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.

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.