Senior Manager Client Success

@Sojern posted 2 weeks ago

Job Description

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. We are headquartered in San Francisco with teams based in Dubai, Dublin, London, Paris, Omaha and Singapore.

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 Team:

The MEA team is made up of SMB and Enterprise businesses. We provide tailored solutions using data-driven recommendations to help our customers achieve their business goals. We aim to identify and understand our customers’ unique needs across the region. As the face of Sojern, the team aspires to cultivate long-lasting partnerships and celebrate our customers’ successes.

The Role:

You’ll join the MEA team as the regional lead for Customer Success Team in our Dubai office. You will play a critical role within the company through the management of the MEA Enterprise and SMB Customer Success teams. Working with clients across the travel verticals including Hotels, Tourism, Airlines and Attractions, while developing and maintaining partner and agency relationships with key clients. You will be responsible for managing the team, working closely with the Sales teams and reporting into the regional MD. The candidate will require sounds understanding of the customer journey post purchase including but not limited to, product education, campaign setup, campaign analysis, creative consultation, and billing activities.

This role requires strong focus on delivering world-class service to our Sojern Customers and consistently 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!

In this role, you will:

  • Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
  • Demonstrate excellent customer communication skills over the phone, e-mail, web conferencing and in person
  • Serve as a central point of contact while ensuring high level of customer satisfaction.
  • Maintain regular communication with both the customer and internal teams on operational processes, consistently managing customer expectations
  • Traffic and optimize campaigns to deliver great results for our clients.
  • Drive overall customer product adoption and education, advocate for customers’ success, and mitigate risk of customer churn
  • Coordinate with internal partners to develop user-focused training, onboarding, and engagement
  • Analyze and interpret performance data to provide optimization and campaign recommendations, upsell opportunities, new ideas and concepts that meet customer goals
  • Provide high-quality service to drive positive NPS and CSAT scores

What you bring to the table:

  • Excellent written and verbal communication in English. Arabic would be a plus
  • 3-5 years of managing a client success team
  • High attention to detail and organization skills which allow you to operate efficiently
  • Strong analytical abilities and experience in data-driven decision making
  • Strong self-management skills and a sense of urgency
  • Have acute commercial awareness, with an ability to re-sell and up-sell Sojern's value propositions
  • Strong ability to identify key results and critical solutions that support campaign & business objectives to produce successful campaigns
  • Ability to manage the challenges of juggling multiple clients and campaigns whilst providing excellent proactive client service
  • Ability to work well with internal and external teams, along with remote team members and managers
  • Digital Marketing experience with either programmatic media, Facebook, Meta or SEM experience a plus


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

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