Client Success Associate

About the role

The Role: Sojern is seeking a Client Success Associate to join our Client Success team to grow and retain client relationships with our hotel partners and hotel management companies by working directly with decision makers to grow our business in North America. We are looking for someone who wants to work in a fast-paced, innovative company, and is passionate about putting the client first.

Primary Responsibilities

• Maintain healthy client engagement levels by identifying low utilization and providing solutions to further drive client success
• Demonstrate excellent client communication skills over the phone, email, web conferencing and in person
• Serve as a central point of contact while ensuring a high level of client satisfaction
• Maintain regular communication with both the client and internal teams, consistently managing client expectations
• Drive overall client product adoption and education, advocate for clients’ success, and mitigate risk of client churn
• Coordinate with internal partners to develop user-focused training, onboarding, and engagement
• Analyze and interpret performance data to provide campaign recommendations, upsell opportunities, and new ideas and concepts that meet client goals
• 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)
• 1-2 years’ industry or job related experience
• Strong 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