Head of Customer Success

Location: Zürich City 

Life At Planet
Do you love putting smiles on faces? Do you want to work in an environment that is obsessed with making customers and employees happy? Do you want to be part of a global mission to revolutionise commerce and payments? Do you want to be working in a progressive organisation with the ambition to be the global player in what we do? If you do, then this role could be for you….

Datatrans has been part of Planet since November 2021. Here at Planet we are extremely proud of our heritage of over 30 years. And it is what makes us a unique payment partner for many of the world’s most prestigious brands. We don’t just provide world class commerce and payment services, we generate revenue for our customers, and we help them grow. In the early days, we set out to simplify the complex payment process of VAT refunds for international shoppers in Europe. Fast-forward to today, and our single payments platform is unique in the industry – the only one that offers acquiring, processing, digital wallets, VAT refunds and currency conversion services. We have recently integrated several other tech businesses – Protel, Hoist, Datatrans, Proximis – to help us to continue to grow and dominate the market as we set about our mission of being a world leader. And with strong Private Equity Investors from Advent International and Eurazeo, we are well set up to win. 

We know that it’s our people that differentiates who we are and what we do…and that is why we are keen to hire world class talent like you.  
 

Role Overview 
The goal of our customer succes team is to deliver our customer the best possible customer experience. Your main responsibility is to take our customer success organization to the next level to keep up with our rapid growth and internationalization. 

What you’ll be doing

  • Lead, motivate, develop and support a performing customer success team of currently 10 employees
  • Define, implement, analyze and report KPI’s for customer success 
  • Prioritize, define and lead strategic initiatives such as the implementation of a new support ticketing tool, CSAT and other feedback surveys, self-service support tools such as a chat-bot as well as 2nd level support processes for our enterprise customers
  • Develop and train constant improvement of processes
  • Participate in the day-to-day business

Who you are

  • Have at least 3 years experience in managing a technical customer support team
  • Completed Bachelor degree or equivalent professional experience of at least 3 – 5 years.
  • Excellent in communicating, structured thinking and empathizing with customers, stakeholders and your team
  • Know how to motivate and guide others without being focused on hierarchies or status
  • Resilient, flexible, independent, reliable, efficient and precise working
  • Analytical skills and ability to deal with complexity
  • Experience in the field of payment or e-commerce is a plus
  • Fluent in English and German, French is an asset
  • Energetic: You’re driven by pushing forward, searching for better, and wanting more than the status quo
  • Bright: You love bouncing ideas off other people.  Brainstorming.  Asking questions.  Learning.  Looking for answers that help our customers.
  • Modest: For us, putting the customer first is not a cliché.  We serve them and are proud to make things easier and simpler for them.
  • Warm: At the heart of it all is our people.  People that care.  About you, each other, our customers.  We celebrate differences, and help us all to grow together.

What do we offer and why should you join us?
We don’t shy away from wanting to hire great people to deliver amazing things for our customers. And once you join us, we want to keep you motivated and engaged in our collective mission. 

Competitive Pay
We don’t want you to worry about your pay and wonder if you can have it better someplace else. We follow the market and evaluate salary benchmarks through the year to make sure any salary increases remove any worries and keep you satisfied. We review pay annually to make sure we are paying you what you’re worth. 

Growth and skills 
We know that for some it’s about growing into more senior and exciting roles, and for others it’s about becoming a deep technical expert. No matter what your ambition, we are with you all the way. We know that investing in you is the way to keep skills relevant and you motivated. 

Flexible working 
Work from home? Work in the office? Have family and life commitments that mean you need flexibility? What we care about is what you deliver not where you work nor the hours you work. We know flexibility matters and that’s why we offer the flexibility that suits you and your lifestyle. 

An array of people
We know that to win, our workforce needs to reflect the world in which we live and the customers we serve. We are proud that we have a culture where everyone and anyone can bring their whole selves to work. 

Ready to meet us?  
We hope this role sounds exciting and could be your next step. If so, we’d love to meet you – click the button to apply. Go on. Make our day.    

Contact: Cornelia Koeninger, HR Manager

Apply now