Premium Enterprise Delivery and Support Manager

Planet Payment, Inc.; Camden Town; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading payment solutions provider in Camden Town is seeking a Customer Success and Delivery Manager. The successful candidate will manage customer relationships during implementation, ensuring high levels of service satisfaction. The ideal candidate will have a minimum of three years in customer service and project management, with strong analytical skills and proficiency in MS Office. This role offers a hybrid working option with the possibility of travel.

Qualifications

• Minimum 3 years of customer service and project management experience.
• Fluent in spoken and written English, another language is an advantage.
• Strong analytical skills and thrive in a data environment.

Responsibilities

• Manage customer relationships during the implementation process.
• Ensure service satisfaction throughout the implementation.
• Oversee end-to-end implementation delivery.

Skills

Customer service experience

Project management

Fluent in English

Interpersonal communication

Analytical skills

Tools

MS Office

Excel

Job description

Overview

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.

Responsibilities

• 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.


• Oversight of the end to end (E2E) implementation delivery against agreed timelines, expected business case revenues, quality and contractual SLAs


• Oversight will extend to complex implementations, involving combinations of existing product solutions (skipping build, dev, and test phases) that are straight to customer pilot and roll out


• Working with key functional leads and SMEs through each stage of the process, when required, Growth, Solution Management & Sales Consulting, Product & Tech teams (P&T / CIO), Pilot teams, Operations, and Finance


• Identify internal, customer related and 3rd parties' dependencies on the implementation success and drive for resolution or for respective implementation plan adjustment


• Monitor the stability and sustainability of the implemented solution by the oversight in the agreed post implementation 'warranty period' (if applicable)


• Managing the customer relationship and experience throughout the implementation process alongside assigned KAM / BD person


• Manage risks and develop solutions, alongside key SMEs, that enable implementations to continue to move forward


• Overseeing appropriate governance forums to ensure implementation success


• Updating, as required, appropriate management systems and tools in line with project management and performance tracking standards


• Contribute to the best practice evolution and maturity of the implementation function (ie playbooks, standardised reporting, etc)


• Service satisfaction is the number one focus in this role. It is imperative that the Customer Success and Delivery Manager owns and manages all issues and queries through to resolution and enhances the customers overall experience with Planet.


• Understand your customer account in detail and always keep customer Playbook up to date.


• Champion for Customer Experience Improvement


• 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


• Customer Satisfaction, as measured by NPS (Net Promoter Score) NES (Net Easy Score ) and CSAT

Qualifications

• You have a minimum of three years' customer service and project management experience - Account Management is desirable.


• You are Fluent in spoken and written English, another language a distinct advantage


• You are proactive and curious in nature - always looking for ways to make things easier for the customer


• You must be solutions focused and a problem solver.


• You have excellent interpersonal communication skills and confidence to speak with clients and internal stakeholders.


• You have proven customer service/relations skills including the ability to deal effectively with complaints, problems and general queries.


• You have strong analytical and problem-solving skills


• You manage multiple tasks/projects and deadlines simultaneously


• You have strong analytical skills and thrive in a data environment and are very capable with excel


• You are proficient in MS Office suite


• Experience working in a financial industry with Payment experience is a distinct advantage


• You must be available to work within a 5-day operation (Monday - Friday) Hybrid working option available


• You are willing to travel when required