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:
As a Client Success Account Manager, you'll build and foster strong client relationships, optimizing SaaS platform utilization and product adoption. You'll collaborate on new product launches, enhance inventory management, streamline deliveries, and elevate our client’s guest experiences. You'll resolve a range of client issues, teaming up with Client Support for seamless solutions. You'll design custom amenities with our branding team, contributing to our unique platform that serves both physical goods and software to a diverse vacation rental manager clientele. This versatile role, spanning all departments, empowers your autonomy for success.
RESPONSIBILITIES:
- Client Relationship Management: Develop and maintain strong, long-lasting relationships with clients, acting as the primary point of contact for all account-related inquiries, concerns, and needs.
- Needs Assessment: Understand clients' business goals, inventory requirements, and delivery preferences to tailor solutions that align with their specific needs.
- Onboarding and Training: Collaborate with sojo’s Onboarding team to ensure a smooth transition onto our SaaS platform and logistics services. Provide training and guidance to clients on utilizing the system effectively.
- Collaboration: Work closely with internal teams, including software developers, procurement specialists, and logistics coordinators, to ensure seamless coordination of services and timely deliveries.
- Problem Resolution: Address client issues promptly and effectively, providing timely solutions and working to prevent recurrence through proactive measures.
- Data Analysis: Analyze client usage data and feedback to identify opportunities for optimization, upselling, and cross-selling additional services that enhance the value proposition.
- Performance Metrics: Establish and track key performance metrics for each client, demonstrating the value and impact of our solutions on their business success.
- Continuous Improvement: Stay updated on industry trends, best practices, and emerging technologies related to both SaaS platforms and logistics to ensure our solutions remain innovative and competitive.
QUALIFICATIONS:
Must haves:
- Bachelor's degree in Business Administration, Supply Chain Management, Hospitality, or a related field (or equivalent work experience).
- At least 3+ years in account management, client success, or customer service roles, preferably within a SaaS and/or logistics environment.
- Strong understanding of vacation rental property management and the dynamics of stocking inventory for such properties.
- Excellent communication, interpersonal, and negotiation skills, with the ability to build rapport and influence stakeholders at all levels.
- Analytical mindset with the ability to interpret data and metrics to drive informed decisions.
- Proficiency in using CRM software and other relevant tools for account management and reporting.
- Willing to travel to industry conferences and client onsite visits across the US and Mexico
Nice to haves:
- You’ve been an early hire at a fast-growing startup before
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