Description
COMPANY OVERVIEW:
sojo is the vacation rental industry’s first amenity automation platform. We connect to property managers’ reservation calendars to totally automate the ordering, storing and kitting of guest amenities – from the bathroom and laundry to kitchen and pantry.
You’ll be working in a fast-paced startup environment with a small but passionate team who values innovation, customer obsession, market transformation, and a relentless focus on simplifying operations for vacation rental managers across the country.
POSITION SUMMARY:
We are seeking a dedicated Client Success Manager to join our team, focusing on our key accounts. The primary objective of this role is to drive retention and optimization by fostering proactive relationships with our key clients. The ideal candidate will have a strong understanding of client needs, exceptional communication skills, and a proactive approach to problem-solving.
RESPONSIBILITIES:
- Client Retention: Develop and implement strategies to enhance client satisfaction and loyalty, ultimately driving retention rates for key accounts.
- Relationship Building: Proactively engage with key clients to build strong, long-lasting relationships. Serve as the primary point of contact for any client inquiries, concerns, or escalations.
- Account Optimization: Collaborate with clients to identify areas for optimization and improvement within our products or services. Work closely with internal teams to implement solutions and drive client success.
- Needs Assessment: Conduct regular needs assessments to understand client goals, challenges, and opportunities. Use insights gathered to tailor solutions and deliver value-added services.
- Cross-functional Collaboration: Work closely with sales, product, and support teams to ensure seamless communication and alignment on client needs and objectives.
- Performance Tracking: Monitor key performance indicators (KPIs) and metrics to measure client success and satisfaction. Provide regular reporting and insights to stakeholders.
- Client Advocacy: Serve as the voice of the client within the organization, advocating for their needs and priorities. Champion client-centric initiatives and contribute to a culture of customer-centricity.
- Continuous Improvement: Stay updated on industry trends, best practices, and emerging technologies relevant to client success management. Use insights to continuously improve processes and strategies.
QUALIFICATIONS:
- A bachelor's degree in business administration, marketing, communications, or a related field (or equivalent work experience) is required.
- Proven experience in client success management, account management, or a similar role, preferably within a B2B SaaS environment.
- Strong understanding of customer relationship management principles and practices.
- Exceptional communication, presentation, and interpersonal skills.
- Ability to effectively collaborate with cross-functional teams and drive consensus.
- Analytical mindset with the ability to interpret data and insights to drive decision-making.
- A proactive approach to problem-solving and a strong sense of ownership.
- Experience working with key accounts and enterprise clients is preferred.
- Familiarity with CRM software (e.g., Salesforce, HubSpot) and customer success platforms is a plus.
- Willingness to travel as needed to meet with key clients, attend industry events, and participate in team meetings or training sessions.
COMPENSATION & BENEFITS:
Annual Salary: $70,000.00 - $75,000.00
Bonus Details: Variable Compensation: In addition to your Annual Base Compensation, you will be eligible for quarterly bonus opportunities up to a maximum of 15% of your base salary per year. All variable compensation will be at the sole discretion of sojo.
Benefits:
- Paid time off such as PTO, sick days, and vacation days
- Health insurance
- Dental insurance
- Vision insurance
- Retirement benefits or accounts
- Telecommuting options