About Us :
Want to join a company on the cutting edge of technology and travel? Want to be part of a fantastic and fun company that’s revolutionising the online travel advertising space?
Sojern works with 93% of the Fortune 500 travel companies and has spent more than a decade analyzing the complete traveler path to purchase.
We drive travelers from dream to destination by activating multi-channel branding and performance solutions on the Sojern Traveler Platform for more than 8,500 customers around the world.
Sojern made Deloitte’s Technology Fast 500 list for the last 6 years in a row, and was recognised on the Top Company Cultures list by Entrepreneur Magazine and named a Best Place to Work by AdAge.
The company is headquartered in San Francisco, with teams based in Dubai, Dublin, Hong Kong, London, Mexico City, New York, Omaha, Paris, Singapore, Sydney and Istanbul.
Need more convincing that Sojern is a great place to work? Check out our Glassdoor reviews!
The Role :
The Sojern SMB team in EMEA is seeking a Senior Customer Success Manager to join our growing multicultural team. This role will have dual responsibilities as both a player and coach.
Responsibilities include managing some key strategic accounts while also managing a small team of direct report(s) to support customers in other markets.
This role requires strong focus on delivering world-class service to our Sojern Customers and constantly thinking of new ways we can add value whether it be in our products, support or engagement activities.
To succeed in this role, you must work well with people, be comfortable developing new processes and making data-driven decisions, have experience in managing and growing a team, and have an aptitude for learning!
Provide high-quality customer service and drive the bar higher for client satisfaction.
Nurture and grow key clients through excellent customer focus, campaign optimisations.
Analyze and interpret performance data to provide optimization and campaign strategy recommendations.
Prepare and deliver presentations to agencies and corporate clients directly.
Coordinate with sales, ad operations and external clients to ensure campaigns are successfully launched and consistently meeting client goals.
Manage, mentor and grow a small team of direct report(s) create a high-functioning team
Ensure that the team demonstrates excellent customer communication skills via phone, email, web conferencing and in person which results in a high level of customer satisfaction (measured by NPS and CSAT scores) individually and at the team level
Monitor and adjust team workflows as necessary to support the client
Ability to travel
What you bring to the table :
Fluency in French & English
Minimum 4 years industry or job related experience
Digital Marketing experience with either programmatic media, Facebook, Meta or SEM experience a plus
Strong analytical abilities and experience in data-driven decision making
Great with people ability to work comfortably with many internal and external teams
Have strong commercial awareness, with an ability to re-sell and up-sell Sojern's value propositions.
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
Experience managing team members desirable but not essential
Culture : Strong core business values, focus on teamwork, vibrant, social and fun environment
Snacks : Variety of snacks in the office
Opportunities : Be part of a growing team with training and support to help you grow
Give Back : We give 40 hours a year to volunteer and organize office volunteer programs with local organizations
Ownership : Lead innovative and challenging projects
Competitive Localized Benefits
IATA travel discount
Time off : 25 vacation days per annum
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, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.