Client Success Associate

Position summary:

Sojern is seeking a Client Success Associate to join our Client Success team 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 North 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.  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

What you bring to the table:

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

• Flexi-Fridays: Sojernistas typically work a ½ day and we have no mandatory meetings on Fridays. To make this possible, Sojernistas ensure deliverables are met throughout the week.
• Flexibility: Remote and hybrid work options, so our team can enjoy flexibility and do their best work regardless of location
• Equity: Stock options are offered to every employee
• Tech: Monthly cell phone & wifi stipend provided, in addition to laptop and tech equipment for your home office
• Paid Parental Leave: 16 weeks pay for birthing parents and 12 weeks pay for non-birthing parents, beginning the day of joining until the child's first birthday. Where a local country has more liberal leave protocol, we happily comply! #embrace-inclusion
• Learning Opportunities: All employees have access to an annual L&D stipend, as well as ongoing training and support to help you grow while leading creative and challenging projects
• Sojern Gives Back: We regularly organize office volunteer programs with local charities and organizations, as well as provide 40 hours of paid time per year to volunteer
• Culture: Strong core business values, focus on teamwork, vibrant, social and fun environment
• Travel Perks: IATA membership and personal travel “hotel stay” benefit
• Recognition: We use Bonusly to allow our team to recognize performance and teamwork #deliver-wow #win-as-a-team
• Wellbeing: We take a whole-person approach to your wellness with Spring Health mental health benefits, a Wellness Coach, and Employee Assistance Programs
• Paid Time Off: Unlimited PTO (we are a travel company, after all!)
• Healthcare: Comprehensive medical, dental, and vision insurance for you and your dependents with healthy employer premium contributions
• Life and Disability: Life, AD&D and Short- and Long-Term Disability insurance with premiums 100% pai