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TITLE

 

Senior Customer Success Manager, Sojern Inside

COMPANY

 

Sojern

LOCATION

 

Singapore City, SG

Description

JOB DESCRIPTION

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 revolutionizing the online travel advertising space?

Built on a decade of expertise analyzing the complete traveler path to purchase, Sojern drives travelers from dream to destination. The company delivered $13B in bookings for its clients to date by activating multi-channel branding and performance solutions on the Sojern Traveler Platform.

Recognized on the Top Company Cultures list by Entrepreneur Magazine, Sojern is headquartered in San Francisco, with teams based in Dubai, Dublin, Hong Kong, London, Mexico City, New York, Omaha, Paris, Singapore, Sydney, and Istanbul.

 

About the role:

Sojern is looking for a Sr. Customer Success Manager to join our growing US based-team, focusing on the adoption and growth of our Sojern Inside product. In this role you will be responsible for the day-to-day management and development of new or existing agencies and client-direct accounts.

What is Sojern Inside? Sojern Inside is our response to the rising client demand for a stronger level of transparency and control. It is our way to provide clients with access to our travel focused audiences within their internal systems while leveraging our data-driven planning and audience analysis, account management, and optimization expertise, in addition to our travel insights. The product offering is continuing to be developed and refined, and you will play an integral role in shaping overall processes and client service levels.

If you're an organised, analytical, tech savvy, customer-centric person who is excited to play a key role in the commercial growth and success of a transformational product, then the Customer Success Manager role at Sojern is for you!

 

Responsibilities:

  • Proactively manage the day-to-day activity across your patch of agency and direct client business, identifying growth opportunities that contribute to revenue targets

  • Maintain a comprehensive knowledge of accounts, analysing and interpreting performance data to provide optimisation recommendations and client facing reporting

  • Coordinate with internal stakeholders (e.g, sales, AMs, analysts) and external clients to ensure audiences and campaigns, both for managed-service and self-service clients, are successfully launched and meet client’s goals

  • Be able to understand different methods and pricing models that programmatic media can be bought and sold, and the impact on margin risk, growth potential, and campaign strategies

  • Work closely with our data insights team to turn travel trend reporting into actionable audience strategy and optimization recommendations

  • Partner closely with internal teams on day-to-day operational processes and larger, high-impact strategic improvements

  • This is a client facing role and requires commercial acumen to play the role of educator, specialist, consultant and thought leader in audience targeting, data management and programmatic buying

  • Establish yourself as a key member within the team who doesn’t accept ‘satisfactory’ but constantly looks for ways we can improve what we do

  • Proactively drive internal idea generation and innovation to improve tools, process and our offering for clients

  • Actively gather client feedback with regards to the Sojern Inside product offering, service levels, and opportunities for improvement

 

What you bring to the table:

  • Bachelor’s degree in Business or related field. (Accounting, Marketing, Communications, or Finance a plus)

  • At least 5+ years industry / account management / customer success management experience in one or more of the following: advertising agency, publisher, ad network, or demand side platform

  • MUST have experience working in Google’s DV360 DSP in terms of campaign setup, management, and optimization

  • Experience working within other DSPs such as AppNexus, MediaMath, The Trade Desk, or Oath is highly desirable

  • Experience working within Salesforce, Tableau, and Google Suite is highly desirable

  • Ability to manage the challenges of juggling multiple accounts whilst providing excellent client service

  • First class commercial skills, ability to look at data, analyse and simplify and present back to stakeholders

  • Organizational skills

  • Willing to wear multiple hats and roll up your sleeves to get the job done as Sojern Inside functions much like a startup within the organization 

  • Great with people – ability to work with internal and external teams

  • Excellent oral and written communication skills including public presentation / client facing experience and an ability to convey complex issues clearly and concisely

  • Meticulously detail-oriented, exceptional organizational skills and ability to manage projects

  • Innovative, driven, problem solver who understands how to best utilize the resources around them

  • Being multilingual, especially Spanish, is beneficial but not required

 

Perks:

  • Culture: Strong core business values, focus on teamwork, vibrant, social and fun environment

  • Snacks: Variety of snacks in 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

  • Competitive Localized Benefits

  • Ownership: Lead creative and challenging projects

  • IATA travel discount

  • Time Off: 20 vacation days per annum

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