Client Success Associate

Job description

Position summary:

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

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

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

This role requires strong focus on delivering world class service to our Sojern clients 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!

What you will do:

• Maintain healthy client engagement levels by identifying low utilization and providing solutions to further drive client success
• Demonstrate excellent client communication skills over the phone, email, web conferencing and in person
• Serve as a central point of contact while ensuring a high level of client satisfaction.
• Maintain regular communication with both the client and internal teams, consistently managing client expectations
• Drive overall client product adoption and education, advocate for clients’ success, and mitigate risk of client 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 client goals
• Partner closely with internal teams on day-to- day operational processes
• Provide high-quality service to drive positive NPS and CSAT scores
• Achieve significant client growth by actively identifying and pursuing new revenue opportunities within existing accounts.

What you bring to the table:

• Bachelor’s degree in Business or related field. (Accounting, Marketing, Communications, or Finance a plus)
• Fluent in English and Spanish for both oral and written communication required
• 1-2 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

What we have for you:

We take a whole-person approach to create a Sojernista Experience that allows our people to thrive, not just as employees, but as humans. As an employee of Sojern, you would benefit from this in the following ways:

• Rewards & Recognition: Competitive compensation packages, stock options offered to every employee, Bonusly program to reward and recognize team wins and performance, plus employees can take up to 40 hours of paid time per year to volunteer and give back to the community
• Flexibility: Flexi-Friday benefit, hybrid or remote work options for most roles, time-zone friendly work hours with async collaboration
• Connection: Team offsites planned annually, six employee resources groups, regular virtual and in office team building events, monthly company All Hands & leadership Q&As
• Wellbeing: PTO allowance to recharge, comprehensive healthcare options, paid parental leave (16 weeks for birthing parents; 12 weeks for non-birthing parents), retirement contributions and investment options (for applicable locations), travel benefits (hotel stay benefit & IATA membership), plus mental health, wellness & financial health resources
• Growth: Learning & development stipend, mentorship program, career development programs, leadership training
• Productivity: Home office tech set up (laptop, monitor, keyboard, mouse), monthly internet and phone allowance, modern tools to communicate and collaborate (Slack, Google Suite)

Our Sojernista First workplace philosophy is designed to take a flexible approach, recognizing that the needs of our employees may differ depending on their role, team, or location. What does not differ is our focus on building genuine connections, increasing global collaboration, and providing programs, tools and resources centered around the needs and wellbeing of our employees, regardless if you are working in an office, hybrid, or fully remote.

About Sojern:

At Sojern, we believe in the power of travel as a way to bring the world together. It is that passion that drives Sojern to build smart digital solutions that help travel marketers reach travelers efficiently, and increase long-term growth, customer loyalty and profitability.

Our customers include hotels, attractions and tourism boards, and they use the power of machine learning, data science and real-time traveler data in Sojern’s products to build direct relationships with travelers across social, mobile and the web. Now, more than ever, our thousands of customers rely on Sojern to drive visits, bookings, and ticket sales by engaging with travelers as they plan their travel.

As a globally distributed company, we are headquartered in San Francisco with employees based in 14 countries and counting. Our team is passionate about travel and the core values that define our culture: Win as a Team, Embrace Inclusion, Be Genuine, Deliver Wow, and Center Around the Customer. Check out our Glassdoor reviews!  #LI-LC1 #LI-Remote

Hiring Locations:

US Roles at Sojern based outside of our Omaha, NE or San Francisco, CA office can sit in any of the following states: AZ, CA, CO, CT, FL, GA, IL, IN, IA, KS, MA, MI, MN, MO, NE, NJ, NY, NC, PA, SD, TN, TX, UT, WA, and WI. Please only apply if you are able to live and work full-time in one of the states listed above. State locations and specifics are subject to change as our hiring requirements shift.

CA residents: For information on the personal information that Sojern collects when you apply for this job, and how that information is handled, please see the Sojern Privacy Policy.

Disclosure - Pre-Employment Requirements:

All candidates offered employment by Sojern may be subject to pre-employment requirements, including but not limited to a background check. Sojern is compliant with all federal and local laws with consideration to pre-employment requirements.

Our Commitment to Diversity Equity and Inclusion:

At Sojern, we work to create a brave space that seeks out, embraces, and promotes diverse thoughts, beliefs, and experiences of Sojernistas globally.

We are building a workforce that represents the customer base we are serving and the world we live in. A diversified workforce is an innovative workforce. Just as there is no one typical traveler, there is no one typical employee. We foster diversity and inclusion across the company, actively seeking to amplify underrepresented voices and apply diverse perspectives to ensure products, policies, and programs are relevant for our employees and clients alike.

Embracing our differences and celebrating them moves us towards our goal of making travel inclusive of all. Sojern’s S-Groups (employee resource groups) are a core aspect of our culture, fostering belonging and connection, inspiring learning, and creating opportunities for all Sojernistas across the globe.

• SoEmpowered: Supporting, developing, and empowering those who identify as women at Sojern
• SoProud: Celebrating Sojern’s LGBTQIA+ community while creating an inclusive and safe space for community members
• SoWell: Advocating for balance in life and overall wellbeing and providing space and resources for Sojernistas with different needs
• SoConnected: Creating space, connection and resources for Sojern’s young and rising professionals
• Parents & Caregivers: Helping families thrive with our community of parents and caregivers
• Sojern Gives Back: Supporting underrepresented communities and social causes, striving to make a global and local impact

We also have employee-run Slack channels for those with specific interests, for example plant lovers, pets and more.

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, gender orientation, sexual orientation, age, marital status, veteran status, or disability status.

Sojern is committed to providing reasonable accommodation for individuals with disabilities. Please inform your TA Partner if you are requesting a reasonable accommodation.