Job Description

Position summary:

As a Senior Client Success Manager, you\xe2\x80\x99ll have the opportunity to work with major travel and brand advertisers in the fast-paced, online travel-advertising environment. You will play a critical role within the company through hands-on management of advertiser campaigns while developing and maintaining partner relationships, junior coworkers and team culture.

What you will do:

• Responsible for coordinating pre-sale activities

• Responsible for working closely with sales team during the RFP process to ensure accounts are set up for success
• Lead the day-to-day, post sales relationship with a portfolio of digital advertising clients

• Take ownership of your book of business to drive relationships with your clients leading to renewals and upsells, ensuring campaign success and client satisfaction
• Grow revenue through pitching new products and channels
• Coordinate with AdOps, analyse campaign performance and provide recommendations to ensure client satisfaction
• Meet client KPIs, goals and objectives
• Lead post-campaign analysis and review
• Coordinate billing for clients on a monthly basis
• Partner closely with internal teams on day-to-day operational processes and larger, high-impact strategic improvements
• Present campaign results and insights, as well as Business Reviews to clients on a regular basis
• Monitor and influence campaign delivery, troubleshoot issues and provide optimization and/or upsell opportunities across products.
• Serves as a resource for others regarding product or specialty area; responsible for facilitating/ sharing the most current trends and information
• May be responsible for the largest revenue accounts or most strategic accounts
• Responsible for training and/or mentoring new team members

Managerial Responsibilities

• Foster a high performing team culture that encourages testing, learning, and innovation through team leadership
• Recruit, motivate, and mentor the Client Success team, ensuring they are set up to succeed and are successful in their roles
• Set high-level priorities and communicate overall expectations for direct reports

Success Criteria

• Prioritising Sales Opportunities - Systematically identifies and evaluates renewal and upsell opportunities within the account portfolio and targets those with the greatest potential for producing positive results; prioritises sales opportunities based on a firm understanding of the customer\xe2\x80\x99s business priorities and anticipated business changes, decision-making processes, and buying history.
• Business Acumen - Using one\xe2\x80\x99s knowledge of economic, financial, market, and industry trends to understand and improve individual, work group, and/or organisational results; using one\xe2\x80\x99s understanding of major business functions, industry trends, and own organisation\xe2\x80\x99s position to contribute to effective business strategies and/or tactics.
• Sustaining Customer Satisfaction - Supporting customers during the implementation of sales contracts and throughout the relationship; seeking and taking appropriate actions on customer feedback; resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty.
• High Impact Communication - Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others\xe2\x80\x99 thoughts and actions.
• Operational Decision Making - Securing and comparing information from multiple sources to identify business issues; committing to an action after weighing alternative solutions against important decision criteria.
• Stress Tolerance - Maintaining stable performance under pressure or opposition (e.g., experiencing time pressure, conflict, or job ambiguity); handling stress in a manner that is acceptable to others and to the organisation.
• Continuous Improvement - Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.

QUALIFICATIONS

• Bachelor\xe2\x80\x99s degree from an accredited college or university
• 5+ years overall experience, with at least 2 years in digital and programmatic advertising and/or travel vertical
• Proficiency in standard business and sales software, including Salesforce, Gsuite, and Office products
• Ability to handle multiple clients & campaigns on any given day
• Great time management and organisational skills
• Must be fluent in the language of the region you support
• Must be flexible in working with global clients
• Experience working with a DSP (Appnexus, DBM, MediaMath , TTD) preferable
• Understanding of the online advertising industry
• Travel Required - up to 20%

What we have for you:

• Flexi-Fridays: Sojernistas typically work a \xc2\xbd 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 \xe2\x80\x9chotel stay\xe2\x80\x9d 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

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\xe2\x80\x99s 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!

Referred by Sojern?

If you are being referred for this position by a current employee of Sojern, please reach out to that person to submit you as a referral before applying!

Disclosure - Pre-Employment Requirements:

All candidates offered employment by Sojern may be subject to pre-employment requirements, including but not limited to a background check. Sojern is compliant with all federal and local laws with consideration to pre-employment requirements.

Our Commitment to Diversity Equity and Inclusion:

At Sojern, we work to create a brave space that seeks out, embraces, and promotes diverse thoughts, beliefs, and experiences of Sojernistas globally.

We are building a workforce that represents the customer base we are serving and the world we live in. A diversified workforce is an innovative workforce. Just as there is no one typical traveler, there is no one typical employee. We foster diversity and inclusion across the company, actively seeking to amplify underrepresented voices and apply diverse perspectives to ensure products, policies, and programs are relevant for our employees and clients alike.

Embracing our differences and celebrating them moves us towards our goal of making travel inclusive of all. Sojern has employee resource groups which are the core of our culture, fostering belonging, inspiring learning, and creating opportunities for all Sojernistas across the globe.

The DEI Council, which fosters diversity, equity and inclusion among our global team

Sojern Gives Back, which organizes corporate giving and volunteering activities

SoProud, our LGBTQ+ affinity group for community members and allies

SoEmpowered, a group dedicated to advancing women in leadership and business

SoFit, supporting employee health and wellness

We also have employee-run Slack channels for those with specific interests, for example parents, plant lovers or pets.

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, color, national origin, gender, gender orientation, sexual orientation, age, marital status, veteran status, or disability status.

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Sojern