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TITLE

 

Customer Success Associate, LATAM

COMPANY

 

Sojern

LOCATION

 

Mexico City, MX

Description

** Must provide Resume in English **

 

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.

 

The Role:

Sojern is seeking a Customer Success Associate to join our Latin America Customer Success team to retain customer relationships with our hotel partners in the region. We are looking for someone who wants to work in a fast-paced, innovative company, and is passionate about putting the customer first. 

As a Customer Success Associate at Sojern, you will be responsible for managing all aspects of the customer journey pre and post purchase including but not limited to campaign setup, product education, campaign analysis, creative consultation, billing activities, retention and customer satisfaction. In this role you will serve a large portfolio of customers with the goal of customer enablement and retention. 

This role requires strong focus on delivering world class service to our Sojern Customers and consistently think of ways we can add value whether it be in our products, support or engagement activities. To succeed, you must work well with people, be comfortable making data-driven decisions, and have a drive to learn!

 

Primary Responsibilities:

  • Drive overall customer product adoption and education, advocate for customers’ success, mitigate risk of customer churn and help team hit net revenue targets 

  • Serve as the internal and external central point of contact while ensuring a high level of customer satisfaction

  • Execute high-quality campaign set-up and initial QA as well as on-going set-up and troubleshooting as necessary

  • Partner closely with internal teams on day-to- day operational processes

  • Maintain regular communication with both the customer and internal teams, consistently managing customer expectations

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

  • Provide high-quality service to drive positive NPS scores

 

What you bring to the table:

  • 1-2 years work experience in Digital Advertising, Account Management, Customer Success 

  • Fluent in Spanish (native preferred)

  • Experience working in the LATAM market a plus

  • Excellent customer communication skills over the phone, and email

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

  • Extremely detail oriented, comfortable working independently, well organized

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

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

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

 

Perks:

  • Opportunities: Be part of a growing team with training and support to help you grow

  • Ownership: Lead creative and challenging projects

  • Give Back: We give 40 hours a year to volunteer and organize office volunteer programs with local organizations

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

  • Competitive Localized Benefits

  • IATA Travel Discount

  • Time Off: Flexible vacation days

 

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, sexual orientation, age, marital status, veteran status, or disability status.

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