Customer Success Associate

Sojern

About Us:

Want to join a company on the cutting edge of technology and travel? 

Sojern provides digital marketing solutions for the travel industry. Powered by artificial intelligence and traveler intent data, Sojern activates multi-channel marketing solutions to drive direct demand. More than 10,000 hotels, attractions, tourism boards and travel marketers rely on Sojern to engage and convert travelers around the world.

Sojern made Deloitte’s Technology Fast 500 list 6 years in a row, was recognized on the Top Company Cultures list by Entrepreneur Magazine and named a Best Place to Work by AdAge. The company is headquartered in San Francisco, with teams based in Dubai, Dublin, Hong Kong, London, Mexico City, Omaha, Paris, and Singapore.

Need more convincing that Sojern is a great place to work? Check out our Glassdoor reviews!

The Role:

Sojern is seeking a Customer Success Associate to grow and retain customer relationships with our hotel partners and hotel management companies by working directly with decision makers to grow our business in the U.S.

We are looking for someone who wants to work in a fast-paced, innovative company, and is passionate about putting the customer first. 

As a Customer Success Associate at Sojern, you will be responsible for managing all aspects of the customer journey post purchase including but not limited to, product education, campaign setup, campaign analysis, creative consultation, and billing activities with the goals of customer retention and growth.  In this role you will serve a portfolio of customers in a team based format.

This role requires strong focus on delivering world class service to our Sojern Customers and consistently thinking of ways we can add value whether it be in our products, support or engagement activities. 

To succeed, you must work well with people, be comfortable making data-driven decisions, and have a drive to learn!

Responsibilities:

  • Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success

  • Demonstrate excellent customer communication skills over the phone, email, web conferencing and in person

  • Serve as a central point of contact while ensuring a high level of customer satisfaction.

  • Maintain regular communication with both the customer and internal teams, consistently managing customer expectations

  • Drive overall customer product adoption and education, advocate for customers’ success, and mitigate risk of customer churn

  • Coordinate with internal partners to develop user-focused training, onboarding, and engagement

  • Analyze and interpret performance data to provide campaign recommendations, upsell opportunities, and new ideas and concepts that meet customer goals

  • Partner closely with internal teams on day-to- day operational processes

  • Provide high-quality service to drive positive NPS and CSAT scores

What you bring to the table:

  • Bachelor’s degree in Business or related field. (Accounting, Marketing, Communications, or Finance a plus)

  • 2+ years’ industry or job related experience

  • Ability to manage the challenges of juggling multiple accounts whilst providing excellent proactive client service

  • Strong ability to identify key results and critical solutions that support campaign & business objectives to produce successful campaigns

  • Great time management and organizational skills

  • Willing to wear multiple hats and roll up your sleeves to get the job done

  • Great with people – ability to work comfortably with many internal and external teams

Perks:

  • Opportunities: Be part of a growing team with training and support to help you grow

  • Ownership: Lead creative and challenging projects

  • Give Back: We give 40 hours a year to volunteer and organize office volunteer programs with local organizations

  • Culture: Strong core business values, focus on teamwork, vibrant, social and fun environment

  • Competitive Localized Benefits

  • IATA Travel Discount

  • Time Off: Flexible vacation days

At Sojern, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job ID: 5831

Posted 19 days ago

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