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TITLE

 

Senior Customer Success Manager

COMPANY

 

Sojern

LOCATION

 

Dublin, IE

Description

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.

 

The Team:

The Customer Success team identifies and understands our customers’ unique needs.  We provide tailored solutions using data driven recommendations to help our customers achieve their business goals.  As the face of Sojern, the team aspires to cultivate long lasting partnerships and celebrate our customers’ successes.

 

The Role:

The Sojern SMB team in EMEA are seeking a Senior Customer Success Manager to join our growing multicultural team. This role will have dual responsibilities as both a player and coach. Responsibilities include managing some key strategic accounts while also managing a team of direct reports to support customers in other markets. 

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!

 

Primary Responsibilities:

  • Manage, mentor and grow a team of direct reports; create a high-functioning team

  • Ensure that the team demonstrates excellent customer communication skills via phone, email, web conferencing and in person which results in a high level of customer satisfaction (measured by NPS and CSAT scores) individually and at the team level

  • Monitor and adjust team workflows as necessary to support the client

  • Ensure communication within the CS team, and with customers, is easy and well-coordinated to create efficiencies given the pooled support structure

  • Partner with internal teams on a day to day basis on creating, executing, and developing trainings, on boarding, communication, and daily operational processes both on an individual and team level

  • Drive overall customer product adoption and education, advocate for customers’ success, and mitigate risk of customer churn

  • Analyze and interpret performance data to provide campaign recommendations, upsell opportunities, and new ideas and concepts that meet customer goals

 

What you bring to the table:

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

  • Minimum 4 years industry or job related experience

  • Partners and communicates with Customer Success managers globally to ensure a consistent and stellar customer experience.

  • Have strong commercial awareness, with an ability to re-sell and up-sell Sojern's value propositions.

  • Experience managing multiple team members required

  • Fluency in English and ideally a second European language. 

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

  • Strong ability to identify key results and critical solutions that support campaign & business objectives to produce successful campaigns

  • Digital Marketing experience with either programmatic media, Facebook, Meta or SEM experience a plus

  • Great time management and organizational skills

  • Willing to wear multiple hats and roll up your sleeves to get the job done

 

Perks:

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

  • Snacks: Variety of snacks in the 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

  • Ownership: Lead innovative and challenging projects

  • Competitive Localized Benefits

  • IATA travel discount

  • Time off: 25 vacation days per annum

 

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

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