Premium Onboarding Delivery Manager

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.

Function Overview:

As part of Global Operations, you’ll be working with an amazing diverse team of talented and customer centric people across the world. We’re building a world-class operation and you’ll be empowered to make a difference so we can better serve our customers with an easy, connected, and flawless experience.

You’ll find opportunities across customer facing, technical and administrative roles, customer services, onboarding, Tax Free, training, or one of the many other exciting areas in Global Operations. You’ll be presented with unrivalled prospects to grow, learn and develop in your career.

We’re growing fast and are always looking for ambitious individuals who want to be part of the connected commerce revolution.

Role Overview:

Premium Onboarding Delivery Manager will work as Project manager for implementing strategic customer accounts. The person within this role will act as customer’s advocate and work with internal departments to ensure timely and efficient onboarding process delivery. Successful candidate will create rollout trackers and liaise with multiple teams to ensure delivery in line with customer’s required go live date. The person will also handle any customer complaints throughout the onboarding process, escalate them internally to drive resolution in order to maintain customer’s relationship.

What you will do:

• Coordinate large customer implementations for strategic accounts across multiple internal teams
• Manage all rollouts for hypercare customers in line with customer go-live date, actively coordinate with involved teams to ensure delivery in line with customer’s expectations
• Communicate with the customer throughout the rollout and support gathering required AML/ KYC documentation
• Collaborating with internal departments to facilitate client need fulfilment
• Proactively manage and escalate any issues throughout the rollout phase to ensure positive turnaround for customer
• Create and maintain rollout tracker up to date throughout the implementation process and make sure quality
• Attend project calls and regular calls with customers
• Maintain updated rollout dashboards to show project status ,progress and associated risks
• Complete welcome calls and training calls to customers

Who you are:

• Excellent English knowledge, any additional language will be an advantage
• Exceptional verbal and written communication skills
• Previous experience within account management and/or client success experience will be an advantage
• Adaptability and strong problem-solving skills
• Ability to build rapport and collaborate with others within the company and externally
• Growth mindset with a constant desire to receive feedback, learn and grow

Why Planet:

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.