Client Success Associate

Position summary:

You’ll join our growing US Destinations team as a Client Success Associate for our Co-Op programs. If located in Omaha, NE, you’ll have the opportunity to work both remotely and in the Omaha Sojern office.

You will play a critical role within the company for the growth of our Co-Op segment, through hands-on management of travel advertising campaigns while developing and maintaining partner and agency relationships with key DMO clients, including Co-Op participants (DMOs, attractions, hotels, and more).  If you thrive in a fast-paced, innovative and collaborative environment, and are excited by the idea to make impactful decisions for the company and your clients every day, then this is the role for you!

What you will do:

• Provide an exceptional level of service to your clients and internal business partners
• Oversee a diverse portfolio of Co-Op campaigns, ensuring each meets unique KPIs and deadlines
• Ensure positive client onboarding experience by setting expectations, attending to client requests promptly and ensuring accuracy in order to quickly build client confidence in Sojern
• Efficiently launch, optimize and report on advertising campaigns by partnering closely with internal teams such as sales, ad operations, data insights, accounting, etc. 
• Maintain and grow Co-Op revenue by building relationships with DMO partners to foster collaboration and maximize program success
• Proactively mitigate client churn by listening to client experiences and anticipating needs
• Consult with clients to deliver key findings/results, provide thoughtful recommendations and lead them towards the best products to meet and exceed their needs
• Thoughtfully address the needs of your clients while staying aligned to the company’s vision
• Iterate on existing processes to create operational efficiencies 
• Travel to client meetings, conferences or Sojern offices as needed

What you bring to the table: 

• Bachelor’s degree from an accredited college or university
• 1-3 years account management/client/customer success experience
• A proven track record of building and maintaining successful client relationships
• Meticulous attention to detail and organizational skills, with the ability to efficiently manage multiple clients and campaigns daily
• Enthusiasm for the challenge of balancing operational tasks with high-level relationship management
• Strong analytical abilities and experience in data-driven decision making
• Excellent communication skills, both written and verbal
• Strong self-management skills; Employs a sense of urgency as needed
• Proven success in collaborating with internal and external teams, along with remote team members and managers
• Digital marketing experience (i.e. Display, Native, CTV, Meta and/or SEM) is highly preferred

What we have for you:

We take a whole-person approach to create a Sojernista Experience that allows our people to thrive, not just as employees, but as humans. As an employee of Sojern, you would benefit from this in the following ways:

• Rewards & Recognition: Competitive compensation packages, stock options offered to every employee, Bonusly program to reward and recognize team wins and performance, plus employees can take up to 40 hours of paid time per year to volunteer and give back to the community 
• Flexibility: Flexi-Friday benefit, hybrid or remote work options for most roles, time-zone friendly work hours with async collaboration
• Connection: Team offsites planned annually, six employee resources groups, regular virtual and in office team building events, monthly company All Hands & leadership Q&As
• Wellbeing: PTO allowance to recharge, comprehensive healthcare options, paid parental leave (16 weeks for birthing parents; 12 weeks for non-birthing parents), retirement contributions and investment options (for applicable locations), travel benefits (hotel stay benefit & IATA membership), plus mental health, wellness & financial health resources
• Growth: Learning & development stipend, mentorship program, career development programs, leadership training
• Productivity: Home office tech set up (laptop, monitor, keyboard, mouse), monthly internet and phone allowance, modern tools to communicate and collaborate (Slack, Google Suite)

Our Sojernista First workplace philosophy is designed to take a flexible approach, recognizing that the needs of our employees may differ depending on their role, team, or location. What does not differ is our focus on building genuine connections, increasing global collaboration, and providing programs, tools and resources centered around the needs and wellbeing of our employees, regardless if you are working in an office, hybrid, or fully remote.

About Sojern:

At Sojern, we believe in the power of travel as a way to bring the world together. It is that passion that drives Sojern to build smart digital solutions that help travel marketers reach travelers efficiently, and increase long-term growth, customer loyalty and profitability.

Our customers include hotels, attractions and tourism boards, and they use the power of machine learning, data science and real-time traveler data in Sojern’s products to build direct relationships with travelers across social, mobile and the web. Now, more than ever, our thousands of customers rely on Sojern to drive visits, bookings, and ticket sales by engaging with travelers as they plan their travel.

As a globally distributed company, we are headquartered in San Francisco with employees based in 14 countries and counting. Our team is passionate about travel and the core values that define our culture: Win as a Team, Embrace Inclusion, Be Genuine, Deliver Wow, and Center Around the Customer. Check out our Glassdoor reviews!

#LI-BP1

#LI-Hybrid

Compensation Philosophy & Package

Sojern is committed to offering competitive cash compensation, equity, and a comprehensive benefits package. We embrace a pay-for-performance culture that rewards contributions aligned with our business strategy. Compensation for this role will be determined based on job-related factors including location, scope and complexity of the role, and the candidate’s experience and expertise, and may vary from the range provided. Information on the benefits offered is here.

Disclosure - Pre-Employment Requirements:

All candidates offered employment by Sojern may be subject to pre-employment requirements, including but not limited to a background check. Sojern is compliant with all federal and local laws with consideration to pre-employment requirements.

Our Commitment to Diversity Equity and Inclusion:

At Sojern, we work to create a brave space that seeks out, embraces, and promotes diverse thoughts, beliefs, and experiences of Sojernistas globally.

We are building a workforce that represents the customer base we are serving and the world we live in. A diversified workforce is an innovative workforce. Just as there is no one typical traveler, there is no one typical employee. We foster diversity and inclusion across the company, actively seeking to amplify underrepresented voices and apply diverse perspectives to ensure products, policies, and programs are relevant for our employees and clients alike.

Embracing our differences and celebrating them moves us towards our goal of making travel inclusive of all. Sojern’s S-Groups (employee resource groups) are a core aspect of our culture, fostering belonging and connection, inspiring learning, and creating opportunities for all Sojernistas across the globe.

• SoEmpowered: Supporting, developing, and empowering those who identify as women at Sojern
• SoProud: Celebrating Sojern’s LGBTQIA+ community while creating an inclusive and safe space for community members 
• SoWell: Advocating for balance in life and overall wellbeing and providing space and resources for Sojernistas with different needs
• SoConnected: Creating space, connection and resources for Sojern’s young and rising professionals
• Parents & Caregivers: Helping families thrive with our community of parents and caregivers
• Sojern Gives Back: Supporting underrepresented communities and social causes, striving to make a global and local impact

We also have employee-run Slack channels for those with specific interests, for example plant lovers, pets and more.

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

Sojern is committed to providing reasonable accommodation for individuals with disabilities. Please inform your TA Partner if you are requesting a reasonable accommodation.