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TITLE

 

Customer Success Manager

COMPANY

 

Sojern

LOCATION

 

Dubai, AE

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 revolutionising the online travel advertising space?

Sojern works with 93% of the Fortune 500 travel companies and has spent more than a decade analyzing the complete traveler path to purchase. We drive travelers from dream to destination by activating multi-channel branding and performance solutions on the Sojern Traveler Platform for more than 8,500 customers around the world.

Sojern made Deloitte’s Technology Fast 500 list for the last 6 years in a row, and was recognised on the Top Company Cultures list by Entrepreneur Magazine and named a Best Place to Work by AdAge. The company is headquartered in San Francisco, with teams based in Dubai, Dublin, Hong Kong, London, Mexico City, New York, Omaha, Paris, Singapore, Sydney and Istanbul.

Need more convincing that Sojern is a great place to work? Check out our Glassdoor reviews!

 

The Team:

The EMEA Small-Medium Business (SMB) Customer Success team identifies and understands our customers’ unique needs across the region.  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:

You’ll join the MEA region SMB team as Customer Success Manager in our Dubai office. You will play a critical role within the company through hands-on management of hotel advertising campaigns while developing and maintaining partner and agency relationships with key corporate clients. You will be responsible for managing all aspects of the customer journey post purchase including but not limited to, product education, campaign setup, campaign analysis, creative consultation, and billing activities.

If you thrive in a fast-paced, innovative and collaborative environment, and are excited by the idea to make impactful data-driven decisions every day, then this is the role for you! 

 

Responsibilities:

  • Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success

  • Demonstrate excellent customer communication skills over the phone, e-mail, web conferencing and in person

  • Serve as a central point of contact while ensuring high level of customer satisfaction.

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

  • Traffic and optimize campaigns to deliver great results for our clients.

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

  • Coordinate with internal partners to develop user-focused training, onboarding, and engagement

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

  • Provide high-quality service to drive positive NPS and CSAT scores

 

What you bring to the table:

  • 2-4 years campaign/account management/customer success experience

  • Excellent written and verbal communication in English 

  • High attention to detail and organization skills which allow you to operate efficiently

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

  • Strong self-management skills and a sense of urgency

  • Ability to handle multiple clients & campaigns on any given day

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

  • Ability to work well with internal and external teams, along with remote team members and managers

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

 

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: 24 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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