Client Success Manager (Digital Media) Full Time

About the job
About Us

Here at Sojern, we are on a mission to empower travel marketers to move travelers from dream to destination. Powered by machine learning and travel data, Sojern is quickly becoming the #1 travel marketing platform serving thousands of hotels, attractions, airlines and destinations worldwide.

We made Deloitte’s Technology Fast 500 list 6 years in a row, were recognized on the Top Company Cultures list by Entrepreneur Magazine, and were named a Best Place to Work by AdAge. 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.

Need more convincing? Check out our Glassdoor reviews!

The Role

As a Client Success Manager, you’ll have the opportunity to work with major travel and more specifically, hotel advertisers in the fast-paced, online travel-advertising environment. You will play a critical role within the company through hands-on management of hotel campaigns while developing and maintaining account relationships.

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 Client Success Manager in our Property Team at Sojern, you will be responsible for managing all aspects of the hotel advertiser campaign post launch including but not limited to, driving further growth and retention of top-tier customers by ensuring campaign success and client satisfaction.

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!

Responsibilities
Demonstrate excellent customer communication skills over the phone, email, web conferencing and in person
Quick learner of different technologies and platforms.
Lead the day-to-day, post sales relationship with a portfolio of approximately 100 digital advertising clients and manage weekly new additions to this portfolio
Nurture and grow your book of business through proactive campaign management, seeking upsell opportunities, securing renewals all the while ensuring campaign success and client satisfaction
Grow revenue through pitching new products and channels
Coordinate with AdOps, analyze campaign performance and provide recommendations to ensure client satisfaction
Meet client KPIs, goals and objectives
Lead regularly scheduled 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
Demonstrate strong internal communication skills and ownership of your tasks and responsabilities within a small team
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
May be responsible for larger revenue accounts or more strategic accounts
May be responsible for training and/or mentoring new team members
What You Bring To The Table
Bachelor’s degree from an accredited college or university
3-5 years overall experience, digital and programmatic advertising and/or online travel vertical preferred
Proficiency in standard business and sales software, including Salesforce, Gsuite, and Office products. Salesforce knowledge is a plus.
Ability to handle multiple clients & campaigns on any given day
Great time management and organizational skills
Must be flexible in working with global clients
Experience with a DSP (Appnexus/Xander, DV360 The Trade Desk) desirable
Understanding of the online advertising industry
Perks
Flexi-Fridays: No internal meetings and shut down at Noon every Friday
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 receive a membership to LinkedIn Learning, plus you will have access to 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
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 archetype traveler, there is no one archetype 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 over 15 employee-led Affinity Groups, including Embrace Inclusion, So-Proud, Sojern Women’s Group, Sojern Gives Back, and more, which are the core of our culture, fostering belonging, inspiring learning, and creating opportunities for all Sojernistas across the globe.

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.