Key Account Manager

The payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion and it's growing between 13-15% year-on-year. Some of the largest most dynamic brands are investing in this sector; Apple has ApplePay, Google has GooglePay, Amazon has AmazonPay, and it's not just the Silicon Valley brands. Tencent owns WeChatPay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.

Planet are a technology company that's transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere. We operate in a market that continues to evolve and expand, partnering with the world's most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.

To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software and networks that runs business. By combining networks, software and payment technology, Planet's creating a world of connected commerce, that makes payments feel good.

We're growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we've the financial capital and expertise to grow our capabilities and reach through acquisition.

Sales, Hospitality Overview

Hotels are at the forefront in a world where digital and physical experiences are coming together. Planet is excited about helping hotels help their staff and customers towards frictionless processes and experiences, with payment right in the middle.

Our Sales Hospitality team comprises of 150 employees globally and with the acquisition of Protel PMS, Hoist groups as well as Avantio, we are just getting started to provide a real feel good, connected experience at world's most well-known hotels.

Role Overview:

A Key Account Manager (KAM) at Planet is a commercial, quota-bearing position, with the overarching goal of satisfying, retaining, cross-selling and upselling to their allocated customers.

While a KAM's role is to build strong, long-term relationships that benefit both the customer and the company, their daily activity can be likened to that of a conductor in an orchestra, harmonizing various departments and stakeholders for the benefit of both the customer and the organization.

What you will do:

• Customer account management: the KAM will be allocated a portfolio of named accounts to manage. Factors that determine account allocation include: customer vertical; account size, complexity and importance; cross-sell/upsell potential; location and language; and product. Over time new accounts may be added and old accounts may be removed based on account performance and growth potential.

• Account Plan creation: the KAM will create individualised account plans for each customer. These plans should outline the customer's objectives and pain points, other known service providers, key contacts, potential upsell and cross-sell opportunities, and a timeline for achieving goals.

• Customer performance tracking: the KAM will monitor relevant data sources to track customer performance. With a detailed understanding of their customer's volumes and revenue data, the KAM should be able to identify and point out any discrepancies to the correct stakeholder(s) and coordinate resolution where necessary.

• Delivery of Quarterly Business Reviews (QBRs): the KAM should review performance with customers on a quarterly basis. In order to make the QBR effective, the KAM will collect relevant data and metrics related to the customer's performance, engagement, and satisfaction. This can include payments/software/Tax-free reports, usage statistics, customer feedback, and key performance indicators (KPIs). This will allow the customer to understand their performance at granular level and it will build trust overtime, allowing the KAM to identify additional business opportunities and risk of churn. The QBR can also act as the opportunity for the KAM to present new Planet products/functionality that they have identified as potential cross-sell opportunities to the customer.

• Ramp up of new accounts/products/services: the KAM is expected to track realised revenue/volumes against forecasted revenues and maximise actuals based on effective ramp up.

• Renewal of existing accounts: the KAM is responsible for the coordination and negotiation of renewed accounts, contracts and amendments. Renewals are considered to be a "Business As Usual" activity and not a commission-based activity

Who you are:

• Commercial Focus: approximately 60% of an KAM's role is commercial, involving activities such as identifying upsell and cross-sell opportunities, negotiating contracts, and meeting booking quotas. This commercial aspect ensures revenue growth and profitability. In cases where KAMs collaborate with peers in other teams or countries, bookings are shared based on the collective effort contributed by all parties. This collaborative approach fosters a global perspective and maximizes revenue potential.

• Customer Satisfaction: KAMs are the backbone in ensuring a seamless and positive customer experience. They serve as the central point of contact, understanding customer needs, challenges, and objectives.

• Support: while primarily commercial, KAMs also provide vital support to customers, addressing their concerns and ensuring their needs are met. However, a significant portion of the support activity is handled by dedicated Ops teams.

• Collaboration: KAMs collaborate closely with cross-functional teams, including Support and other Ops teams, Pre-sales, Solution, Implementation, Finance, Marketing, and Executive Sponsors. Their role is to facilitate communication and alignment across these departments to solve potential issues and meet customer demands effectively.

• Customer Advocacy: KAMs should be able to clearly articulate their customers' needs and painpoints, and use this information to collaborate with Planet internal teams to work towards improving both service and products.

Personal Key Performance Indicators (KPIs)

• New Bookings: New contracts for new countries are the only "new booking" activity permitted to be completed by KAMs.

• Revenue ramp: New customers are to be handed over from BD once they have ramped to at least 25% of expected ARR. After this point, KAMs are responsible for ensuring revenue ramp to achieve the expected revenue generation. For existing customers, KAMs are also expected to ramp up new revenues from any cross-sell or upsell bookings.

• Cross-sell Bookings: Total value of 'new' product sales which were previously not under contract. This could be within the same product portfolio or a product from an acquired company; needs to be considered at the Product Family level.

• Upsell Bookings: Total value of expanded use of existing product/services. Other KPIs that may be monitored for a KAM's portfolio include Customer Net Retention Rate and Net Promotor Score (NPS).

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. We would love to hear from you - Apply now.

This is a position at protel hotelsoftware GmbH.