Customer Success Manager responsible for ensuring customer success with Slack and Salesforce's AI CRM. Providing strategic guidance and technical support to drive customer satisfaction and engagement.
About the role
- Client Success Associate managing and optimizing Co-Op travel marketing campaigns at Sojern. Building partner relationships and ensuring outstanding service for clients in a remote role.
Responsibilities
- Provide an exceptional level of service to your clients and internal business partners
- Oversee a diverse portfolio of Co-Op campaigns, ensuring each meets unique KPIs and deadlines
- Ensure positive client onboarding experience by setting expectations, attending to client requests promptly and ensuring accuracy in order to quickly build client confidence in Sojern
- Efficiently launch, optimize and report on advertising campaigns by partnering closely with internal teams such as sales, ad operations, data insights, accounting, etc.
- Maintain and grow Co-Op revenue by building relationships with DMO partners to foster collaboration and maximize program success
- Proactively mitigate client churn by listening to client experiences and anticipating needs
- Consult with clients to deliver key findings/results, provide thoughtful recommendations and lead them towards the best products to meet and exceed their needs
- Thoughtfully address the needs of your clients while staying aligned to the company’s vision
- Iterate on existing processes to create operational efficiencies
- Travel to client meetings, conferences or Sojern offices as needed
Requirements
- Bachelor’s degree from an accredited college or university
- 1-3 years account management/client/customer success experience
- A proven track record of building and maintaining successful client relationships
- Meticulous attention to detail and organizational skills, with the ability to efficiently manage multiple clients and campaigns daily
- Enthusiasm for the challenge of balancing operational tasks with high-level relationship management
- Strong analytical abilities and experience in data-driven decision making
- Excellent communication skills, both written and verbal
- Strong self-management skills; Employs a sense of urgency as needed
- Proven success in collaborating with internal and external teams, along with remote team members and managers
- Digital marketing experience (i.e. Display, Native, CTV, Meta and/or SEM) is highly preferred
Benefits
- Competitive compensation packages, stock options offered to every employee, Bonusly program to reward and recognize team wins and performance, plus employees can take up to 40 hours of paid time per year to volunteer and give back to the community
- Flexi-Friday benefit, hybrid or remote work options for most roles, time-zone friendly work hours with async collaboration
- Team offsites planned annually, six employee resources groups, regular virtual and in office team building events, monthly company All Hands & leadership Q&As
- PTO allowance to recharge, comprehensive healthcare options, paid parental leave (16 weeks for birthing parents; 12 weeks for non-birthing parents), retirement contributions and investment options (for applicable locations), travel benefits (hotel stay benefit & IATA membership), plus mental health, wellness & financial health resources
- Learning & development stipend, mentorship program, career development programs, leadership training
- Home office tech set up (laptop, monitor, keyboard, mouse), monthly internet and phone allowance, modern tools to communicate and collaborate (Slack, Google Suite)
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