Associate Client Success Manager

Summary

Join Sojern as a Client Success Manager and play a critical role in managing travel advertising campaigns, developing strong client relationships, and ensuring client success. You will provide exceptional service, onboard new clients, maintain and grow revenue, and proactively mitigate client churn. This role requires close collaboration with internal teams and involves data-driven decision-making, campaign optimization, and reporting. The ideal candidate possesses strong communication, analytical, and organizational skills, along with experience in account management and client relationship building. Sojern offers a comprehensive benefits package including competitive compensation, flexible work options, paid time off, parental leave, and various wellness and professional development opportunities.

Requirements

• Bachelor’s degree from an accredited college or university
• 1-3 years account management/client/customer success experience
• Experience building and maintaining successful client relationships
• High attention to detail and organization skills which allow you to efficiently manage multiple clients and campaigns on any given day
• Strong analytical abilities and experience in data-driven decision making
• Excellent communication skills, both written and verbal
• Strong self-management skills; Employs a sense of urgency as needed
• Proven success in collaborating with internal and external teams, along with remote team members and managers

Responsibilities

• Provide an exceptional level of service to your clients and internal business partners
• Ensure a positive onboarding experience by setting expectations, attending to client requests and ensuring accuracy in order to quickly build client confidence in Sojern
• Maintain and grow revenue by educating clients on the value of what Sojern offers
• Proactively mitigate client churn by listening to client experiences and anticipating needs
• Execute, optimize and report on advertising campaigns by partnering closely with internal teams such as sales, ad operations, data insights, accounting, etc
• Consult with clients to deliver key findings/results, provide thoughtful recommendations and lead them towards the best products to meet and exceed their needs
• Thoughtfully address the needs of your clients while staying aligned to the company’s vision
• Iterate on existing processes to create operational efficiencies
• Travel to client meetings, conferences or Sojern offices as needed

Preferred Qualifications

Digital marketing experience a plus (i.e. Display, CTV, Facebook, Meta and/or SEM)

Benefits

• Competitive compensation packages
• Stock options offered to every employee
• Bonusly program to reward and recognize team wins and performance
• Employees can take up to 40 hours of paid time per year to volunteer and give back to the community
• Flexi-Friday benefit
• Hybrid or remote work options for most roles
• Time-zone friendly work hours with async collaboration
• Team offsites planned annually
• Six employee resources groups
• Regular virtual and in office team building events
• Monthly company All Hands & leadership Q&As
• 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
• Learning & development stipend
• Mentorship program
• Career development programs
• Leadership training
• Home office tech set up (laptop, monitor, keyboard, mouse)
• Monthly internet and phone allowance
• Modern tools to communicate and collaborate (Slack, Google Suite)