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Spanish Speaking Customer Success Associate, LATAM

Ad Operations | San Francisco, CA | 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 revolutionizing the online travel advertising space?

Specializing in traveler 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. Analyzing 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 Traveler Platform.

Recognized 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.


The Role:

Sojern is seeking a Customer Success Associate to add to our hotel direct team’s growing business in Latin America. 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 Customer Success Associate at Sojern, you will be responsible for contributing to all aspects of the customer journey post purchase from product education & campaign setup to growing and retaining your book of business. To succeed, you must work well with people, be comfortable making data-driven decisions, and have a drive to learn!


Primary Responsibilities:

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

  • Execute on the operational and product utilization related goals of the customer by driving overall customer adoption, enhance customer success, and mitigate customer churn risk

  • Coordinate with internal partners to develop customer education, on-boarding, and implementation plans to provide user-focused training, onboarding, and engagement.

  • Analyze and interpret performance data to provide campaign recommendations, upsell opportunities, new ideas and concepts to wow potential clients and grow current business.

  • Partner closely with internal teams on day-to- day operational processes

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


What you bring to the table:

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

  • Fluent in Spanish (native preferred)

  • Experience working in the LATAM market a plus

  • 1-2 years’ industry or job related experience

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

  • Strong ability to identify key results and critical solutions that support campaign & business objectives to produce successful campaigns

  • Great time management and organizational skills

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

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



  • 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 40 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

  • Snacks: Variety of snacks in the office

  • Meals: Monthly catered lunches & happy hours

  • Wealth: Stock options

  • Time Off: Flexible vacation days


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.