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Customer Success Associate (CSA) - Onboarding Specialist

Account Management | Singapore, Singapore | Full Time

Job Description

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 in 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 recognized 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, Omaha, Paris, and Singapore.

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

The Role: 

As Customer Success Associate (CSA) - Onboarding Specialist, you will play a critical role in coordinating the successful onboarding process for our customers campaigns. You will have the opportunity to partner with our customers right across the APAC region, as well as internal teams and external vendors.

Responsibilities:

  • Primarily responsible for coordinating onboarding activities for successful campaign launch:

    • Responsible for working closely with clients and internal teams (sales, customer success, support teams, etc) to gather info needed to launch campaigns as well as onboarding clients on the portal

    • Oversee campaign setup including technical components

    • QA campaign setup and performance 

    • Resolving relevant customer support tickets

    • Post-campaign analysis and review


  • May lead to ownership of your own book of business with responsibility for ensuring campaign success and client satisfaction, as well as:

    • Develop strong client relationships with your clients leading to renewals and up-sells, 

    • Grow revenue through pitching new products and channels

    • Meet client KPIs, goals and objectives

    • Lead campaign performance analysis and present to clients during business value review (BVR).

What you bring to the table:

  • Bachelor’s degree 

  • Fluency in English essential. Fluent in Mandarin or Bahasa Indonesia or Thai a plus to manage clients in SEA countries.

  • 1-3 years relevant work experience

  • High attention to detail and organization skills which allow you to operate efficiently across multiple projects at once

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

  • Strong self-management skills and a sense of urgency

  • Proficiency in standard business and sales software such as Salesforce, Gsuite, and Office products

  • Knowledge of DV360 & Xandr a distinct advantage

  • Must be flexible in working with APAC clients

  • Understanding of the online advertising industry a plus

Perks:

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

  • 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 plus national public holidays

 

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.