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Customer Success Manager, Sojern Inside

Commercial Team | London, United Kingdom | 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 revolutionising the online travel advertising space?

Specialising in traveller path-to-purchase data for over a decade, Sojern is travel's direct demand engine for thousands of brands -- from global enterprises to boutique operators -- across the hotel, airline, cruise, transportation, tourism industries, and more. Analysing the world's travel intent signals with its proprietary data science methods, the company delivered $10B in generated bookings for its clients to date by activating multi-channel branding and performance solutions on the Sojern Traveller Platform.

Recognised 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, and Sydney.

 

About the role:

Sojern is looking for a Customer Success Manager to join our London-based Commercial team, focusing on the adoption and growth of our Sojern Inside product. In this role you will be responsible for the day-to-day management and development of new or existing EMEA based agencies and client-direct accounts.

What is Sojern Inside? Sojern Inside is our response to the rising client demand for a stronger level of transparency and control. It is our way to provide clients with access to our travel focused audiences within their internal systems while leveraging our account management and optimization expertise in addition to our travel insights. The product itself is still in the early stages and you will play an integral role in shaping overall process and client service levels.

If you’re an organised, analytical, tech savvy, customer-centric person who is excited to play a key role in the commercial growth and success of a regional business unit, then the Customer Success Manager role at Sojern is for you!

 

Responsibilities:

  • Proactively manage the day-to-day activity across your patch of agency and direct client business, identifying growth and retention opportunities that contribute to regional revenue targets

  • Coordinate with sales, AMs, ad operations and external clients to ensure audiences and campaigns are successfully launched and meet client’s goals

  • Provide strategic and tactical service and brainstorm new ideas and concepts to wow potential clients and grow existing client-base

  • Deep dive into current and previous campaign setup with AMs to gain a better understanding of the margin risk, growth potential, and audience strategy when transferring to an SI model

  • Work closely with our data insights team to turn travel trend reporting into actionable audience strategy and optimization recommendations

  • Maintain a comprehensive knowledge of accounts, analysing and interpreting performance data to provide optimisation recommendations and client facing reporting

  • Partner closely with internal teams on day-to-day operational processes and larger, high-impact strategic improvements—with special focus on our business run out of London

  • This is a Client facing role and requires commercial acumen to play the role of educator, specialist, consultant and thought leadership in audience targeting, data management and programmatic buying

  • Establish yourself as a key member within the team who doesn’t accept ‘satisfactory’ but constantly looks for ways we can improve what we do

  • Proactively drive internal idea generation and innovation to improve tools, process and our offering for clients

  • Actively gather client feedback with regards to the Sojern Inside product offering, service levels, and opportunities for improvement

 

What you bring to the table:

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

  • At least 3 years industry / account management / customer success management experience in one or more of the following: advertising agency, publisher, ad network, or demand side platform

  • MUST have experience working in DBM in terms of campaign setup, management, and optimization

  • Strong working knowledge of online advertising technology including ad server technologies and DSPs such as DoubleClick DART for Publishers, MediaMind, Sizmek, Atlas, Turn, AppNexus and Mediamath

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

  • First class commercial skills, ability to look at data, analyse and simplify and present back to stakeholders

  • Organizational skills

  • Willing to wear multiple hats and roll up your sleeves to get the job done as Sojern Inside functions much like a startup within the organization

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

  • Excellent oral and written communication skills including public presentation / client facing experience and an ability to convey complex issues clearly and concisely

  • Meticulously detail-oriented, exceptional organizational skills and ability to manage projects

  • Innovative, driven, problem solver who understands how to best utilize the resources around them

  • Being multilingual is beneficial but not required

 

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

  • Snacks: Well-stocked kitchen

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

  • Medical insurance coverage

  • Ownership: Lead creative and challenging projects

  • Wealth: Stock options

  • Time off: 25 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, sexual orientation, age, marital status, veteran status, or disability status.