Client Success Associate

Summary

Join Sojern as a Client Success Associate and cultivate strong relationships with hotel partners and management companies in the U.S. and Latin America. You will manage the client journey post-purchase, focusing on product education, campaign setup and analysis, creative consultation, and billing. This role demands excellent communication, data-driven decision-making, and a dedication to client success. You will work collaboratively with internal teams, analyze performance data to provide recommendations, and identify opportunities for client growth. The ideal candidate possesses strong client service skills, the ability to manage multiple accounts effectively, and a proactive approach to problem-solving. Sojern offers a comprehensive benefits package, including competitive compensation, stock options, flexible work options, and various wellness programs.

Requirements

• Bachelor’s degree in Business or related field
• 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

Responsibilities

• 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

Preferred Qualifications

Accounting, Marketing, Communications, or Finance a plus

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)