Senior Account Manager - German speaker [PMS]

<b>About Planet:</b><p></p><p><span><span>Planet is a global technology company delivering next-generation PMS and payments solutions purpose-built for the hospitality industry.</span></span></p><p><span><span>With a heritage of over 40 years in hotel technology through brands like Protel and Hotsoft, Planet has evolved into the only full-stack provider offering a fully integrated platform that unifies PMS, payment solutions, and over 1,000 third-party integrations — all from a single provider.</span></span></p><p><span><span>Our platform is designed to eliminate operational friction, enhance the guest journey from booking to check-out, and drive revenue growth and loyalty for hoteliers around the world.</span></span></p><p></p><p><b>Role overview:</b></p><p></p><p>We are seeking a seasoned <b>Senior Account Manager</b> to manage and grow relationships with our most strategic hotel customers across the <b>Central and Eastern Europe (CEE)</b> region. This role is integral to our mission of delivering long-term value to our clients in the hospitality sector through our cutting-edge hospitality software solutions. </p><p></p><p>The ideal candidate will be fluent in<b> German and English</b>, with a strong understanding of hotel operations and hospitality technology, and bring a customer-first mindset focused on <b>retention, growth, and strategic partnership</b>. </p><p></p><p><b>What you will do</b>:</p><ul><li><p><b>Strategic Account Management</b>: Own and manage relationships with a portfolio of high-value hotel customers in the CEE region. </p></li></ul><ul><li><p><b>Retention &amp; Value Delivery</b>: Drive customer retention through proactive value delivery, regular business reviews, and identifying new opportunities for improvement. </p></li></ul><ul><li><p><b>Customer Escalations</b>: Act as the primary escalation point for strategic customers; resolve issues swiftly in collaboration with support, product, and engineering teams. </p></li></ul><ul><li><p><b>Account Planning</b>: Develop and maintain long-term account strategies aligned with customer goals and internal business objectives. </p></li></ul><ul><li><p><b>Upsell &amp; Cross-Sell</b>: Identify and execute on upsell and cross-sell opportunities by understanding evolving customer needs and aligning them with product offerings. </p></li></ul><ul><li><p><b>Renewals &amp; Pricing</b>: Lead renewal discussions, contract negotiations, and pricing strategy in collaboration with legal and finance teams. </p></li></ul><ul><li><p><b>Product Education &amp; Advocacy</b>: Educate customers on new features and best practices; act as a trusted advisor on the software’s strategic value. </p></li></ul><ul><li><p><b>Stakeholder Management</b>: Build strong multi-level relationships (operational to executive) within customer organizations. </p></li></ul><ul><li><p><b>Customer Insights</b>: Provide structured feedback to product and marketing teams based on customer insights and competitive intelligence. </p></li></ul><p></p><p><b>Who you are:</b></p><ul><li><p>5+ years’ experience in key account management or customer success roles, ideally within hospitality software or SaaS. </p></li></ul><ul><li><p>Proven track record managing large enterprise or strategic hotel accounts across multiple geographies. </p></li></ul><ul><li><p>Deep understanding of hotel operations and the hospitality technology landscape. </p></li></ul><ul><li><p>Exceptional communication and negotiation skills in German and English. </p></li></ul><ul><li><p>Ability to handle high-pressure customer situations with poise and <span><span>professionalism. </span></span></p></li></ul><ul><li><p>Experience with CRM systems (e.g., Salesforce) and account planning tools. </p></li></ul><ul><li><p>Willingness to travel across the CEE region as needed (approx. 20–30%). </p></li></ul><p></p><p>Preferred Qualifications:</p><ul><li><p>Prior experience working with or within hotel groups or chains. </p></li></ul><ul><li><p>Knowledge of property management systems (PMS), booking engines, revenue management systems (RMS), or similar hospitality tech. </p></li></ul><ul><li><p>Familiarity with customer lifecycle management frameworks and SaaS metrics (e.g., NRR, churn, NPS). </p></li></ul><p></p><p><b>Why Planet:</b></p><p></p><p>Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.</p><p>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.</p><p>At Planet, we embrace a hybrid work model, with three days a week in the office.<br/> </p><p>Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.</p>