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TITLE

 

Senior Customer Success Manager

COMPANY

 

Sojern

LOCATION

 

Singapore City, SG

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 APAC 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 being a mentor to other Customer Success Manager.

This role requires strong focus on delivering world-class service to our Sojern Customers and constantly 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 all aspects of campaign execution from onboarding to post-launch

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

  • Provide campaign strategies and brainstorm new ideas and concepts to wow potential clients and grow current clients.

  • Make recommendations for campaign improvement to sales and clients, including providing feedback on creatives 

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

  • Resolve customer and operational problems during campaigns, providing general technical support on products

  • Provide high-quality service and achieve customer satisfaction

  • Attend client meetings and prepare and deliver presentations to clients directly

  • 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

  • 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

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

 

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 

  • Partner 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. KPI driven.

  • Fluency in English and Bahasa Indonesia 

  • 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

  • Strong analytical abilities and experience in data-driven decision making

  • Strong self-management skills and a sense of urgency

  • Digital Marketing experience with either Programmatic Media, Facebook or Search. Meta experience a plus

  • Great time management and organizational skills

  • Experience in working with high-value client and Hotel chains

  • Experience in Hospitality Industry a plus

  • Experience in Excel and Powerpoint

  • Excellent written and verbal communication skills

 

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

 

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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