The Role:
As a Senior Client Success Manager, you'll have the opportunity to work with major travel and brand advertisers in the fast-paced, online travel-advertising environment. You will play a critical role within the company through hands-on management of advertiser campaigns while developing and maintaining our partner relationships.
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 Senior Client Success Manager at Sojern, you will be responsible for managing all aspects of the advertiser campaign post-launch, including but not limited to, driving further growth and retention of top-tier customers by ensuring campaign success and client satisfaction.
This role requires a strong focus on delivering world-class service to our Sojern Customers and consistently thinking 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 multitasking, making data-driven decisions, and have a drive to learn!
Responsibilities:
- Demonstrate excellent customer communication skills over the phone, email, web conferencing, and in person
- Quick learner of different technologies and platforms
- Lead the day-to-day, post-sales relationship with a portfolio of digital advertising clients, with a focus on our top-tier Property clients
- Take ownership of your book of business to drive relationships with your clients leading to renewals and upsells, ensuring campaign success and client satisfaction
- Grow revenue through pitching new products and channels
- Coordinate with AdOps, analyze campaign performance, and provide recommendations to ensure client satisfaction
- Meet client KPIs, goals, and objectives
- Lead post-campaign analysis and review
- Coordinate billing for clients on a monthly basis
- Partner closely with internal teams on day-to-day operational processes and larger, high-impact strategic improvements
- Present campaign results and insights, as well as Business Reviews to clients on a regular basis
- Monitor and influence campaign delivery, troubleshoot issues and provide optimization and/or upsell opportunities across products
- Responsible for larger revenue accounts or more strategic accounts
- Responsible for training and/or mentoring new team members
- Leads both team and cross-functional efforts as needed
Success Criteria:
- Prioritizing Sales Opportunities - Systematically identifies and evaluates sales opportunities within the account and targets those with the greatest potential for producing positive results; prioritizes sales opportunities based on a firm understanding of the customer's business priorities and anticipated business changes, decision-making processes, and buying history
- Business Acumen - Using one's knowledge of economic, financial, market, and industry trends to understand and improve individual, work group, and/or organizational results; using one's understanding of major business functions, industry trends, and own organization's position to contribute to effective business strategies and/or tactics.
- Sustaining Customer Satisfaction - Supporting customers during the implementation of sales contracts and throughout the relationship; seeking and taking appropriate actions on customer feedback; resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty.
- High Impact Communication - Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others' thoughts and actions.
- Operational Decision Making - Securing and comparing information from multiple sources to identify business issues; committing to an action after weighing alternative solutions against important decision criteria.
- Continuous Improvement - Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.
What you bring to the table:
- Bachelor's degree from an accredited college or university
- 5+ years overall experience, with at least 2 years in digital and programmatic advertising and/or hotel vertical
- Proficiency in standard business and sales software, including Salesforce, Gsuite, and Office products
- Ability to handle multiple clients & campaigns on any given day
- Great time management and organizational skills
- Must be flexible in working with global clients
- Experience working with a DSP (Appnexus/Xander, DV360 The Trade Desk) and/or Adphorus or other Social Media platforms
- Understanding of the online advertising industry
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 20 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
- Time Off: Flexible vacation days
