Client Success Associate

Position summary:

Sojern is seeking a Customer Success Associate - Guest Experience Services to get customer campaigns live and ensure a seamless transition from sales to customer success with our hotel partners and attraction companies in the Americas.

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 onboarding process post purchase including but not limited to, product education, campaign setup and creative consultation with the goals of hitting the days to launch goals and finding process improvements.

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 multitasking, and have a drive to learn!

What you will do:

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

• Quick learner of different technologies and platforms.

• Have the ability to learn and understand a technical product and be able to explain it to customers in a simple way.

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

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

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

• Drive down the time to launch campaigns from when a customer signs a contract to going live on our platforms.

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

• Bilingual (Spanish) a bonus!

• Knowledge of CRM and Support tools like Salesforce, ZenDesk is preferred

• Proficiency with Google Suite, familiarity with business productivity applications (Google Meet, Slack)

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% paid by Sojern
• Medical Travel: Travel expense coverage for when medical treatment is needed that is not available locally
• Retirement: 401k available with company profit sharing contributions

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!

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