About Planet
Planet is a global technology company delivering innovative solutions that power customer experiences across hospitality and beyond. Within Planet, Hoist Group is a leading networking technology partner in the hospitality sector, specialising in the design, delivery, and support of complex IP networks.
Our solutions enable hotels to deliver seamless connectivity and digital guest experiences through high-speed internet access, IPTV, and related network services, supported by 24/7 operational excellence.
With a strong global presence and continued investment, Planet operates at the forefront of a fast-moving and highly competitive technology market.
Role Overview:
As a Relationship Manager, you will take ownership of a portfolio of strategic hospitality customers, focusing on building long-term relationships, ensuring high levels of customer satisfaction, and driving revenue growth across our networking solutions.
You will act as the primary point of contact for your accounts, managing the full lifecycle from relationship management and service oversight to identifying and delivering commercial growth opportunities. This role combines strong account management capability with a proactive commercial mindset.
What you will do:
Account Management & Relationship Ownership
Act as the primary point of contact for assigned Key Accounts, owning the end-to-end customer relationship.
Build and maintain strong, trusted relationships with key stakeholders and decision-makers within hospitality organisations.
Lead regular customer meetings to review performance, service quality, and future opportunities.
Develop and maintain structured Key Account plans with clear, measurable objectives.
Commercial Growth & Sales Delivery
Identify and deliver revenue growth opportunities through cross-sell, upsell, and new business within existing accounts.
Manage RFI/RFP processes, proposals, and commercial discussions.
Lead contract negotiations and support the closure of new business opportunities.
Maintain a strong pipeline of opportunities and deliver against revenue and growth targets.
Operational & Service Oversight
Work closely with internal delivery and technical teams to ensure successful implementation and service quality.
Act as an escalation point for customer issues, ensuring timely resolution and high customer satisfaction.
Maintain a strong focus on service excellence and long-term retention.
Planning, Reporting & Governance
Maintain accurate CRM records, pipeline tracking, and account documentation.
Provide regular reporting and updates on account performance, risks, and opportunities.
Monitor competitor activity, pricing trends, and market developments to inform account strategy.
Collaboration & Market Engagement
Work collaboratively with internal teams across sales, operations, and support functions.
Contribute to team initiatives and share best practice to improve overall performance.
Represent the business in customer engagements and industry events.
Who you are:
Proven experience in Key Account Management/ Relationship Management/Customer Success, ideally within technology or networking solutions.
Strong background in hospitality technology and networking environments (e.g. IP networks, connectivity, or digital guest solutions).
Demonstrated ability to grow accounts through a combination of relationship management and commercial delivery.
Experience managing complex customer relationships with multiple stakeholders.
Strong commercial acumen with experience managing proposals, contracts, and negotiations.
Excellent communication, presentation, and stakeholder management skills.
Organised and structured, with strong pipeline and account planning capability.
Experience using CRM systems such as Salesforce.
Self-motivated, resilient, and comfortable operating in a fast-paced, evolving environment.
Why Planet:
Planet is an equal opportunity employer where diversity is valued, and all employment decisions are based on qualifications, merit, and business need.
Join a fast-growing, innovative organisation where you will have the opportunity to shape customer relationships, influence business growth, and develop your career in a dynamic global environment.
At Planet, we embrace a hybrid work model, with three days a week in the office.
Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.
