Project Manager

1 week ago

Stockholm, Stockholm, Sweden Planet Paymet Full time

We are looking for a confident, highly motivated, customer-centric professional to join our team.

The Customer Success and Delivery Manager role is a critical function within Operations as we put our customers at the center of everything we do.

You will work with relevant cross functional leadership and key SMEs on new and existing customer implementations driving improved speed of revenue realisation and quality of customer experience. The implementation process covers all stages from scoping through to revenue realisation and activation. You will then continue to manage this customer throughout their journey with Planet.

Essential Duties and 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

Who you are/ Skills required :

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 must be a quick learner and adopt relevant operational processes and procedures, as well as company products and services.

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 work well within a team as well as on own initiative

You prioritize work to meet deadlines

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

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.

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