Manager of Customer Success, Adphorus
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?
Sojern works with 93% of the Fortune 500 travel companies and has spent more than a decade analyzing the complete traveler path to purchase. We drive travelers from dream to destination by activating multi-channel branding and performance solutions on the Sojern Traveler Platform for more than 8,500 customers around the world.
Sojern made Deloitte’s Technology Fast 500 list for the last 6 years in a row, and was recognised on the Top Company Cultures list by Entrepreneur Magazine and named a Best Place to Work by AdAge. The company is headquartered in San Francisco, with teams based in Dubai, Dublin, Hong Kong, London, Mexico City, New York, Omaha, Paris, Singapore, Sydney and Istanbul.
Adphorus is a part of Sojern, travel’s direct demand engine for thousands of brands in the hotel, air, cruise, transportation, and tourism industries with 10 offices around the globe. Adphorus is an official Facebook & Instagram Marketing Partner, working closely with brands like Expedia, trivago, Kayak, AirFrance, Fairmont, and Celebrity Cruises.
Need more convincing that Sojern is a great place to work? Check out our Glassdoor reviews!
The Role:
As a Manager of Customer Success within the Adphorus Team, you’ll have the opportunity to manage a growing team of CSM’s, and work and scale travel brands on Facebook with a Travel Marketing Science approach. You will play a major role within the company strengthening the Adphorus offering in the market and establishing close relationships with major travel advertisers.
Responsibilities:
Foster a high performing team culture that encourages testing, learning, and innovation through team leadership
Recruit, scale, motivate, and mentor the Customer Success team, ensuring they are set up to succeed and are successful in their roles
Set high-level priorities and communicate overall expectations for the CSM team
Hold team accountable for the day-to-day, pre and post sales relationship with a portfolio of digital advertising clients, may be responsible for high tier clients
Maintain a strong financial responsibility and accountability; track, analyze and report on team goals, growth and account retention.
Achieve and drive quarterly goals while keeping customers satisfied and engaged with Adphorus platform features..
Motivate and empower a team to drive consistent annual account growth
Act as the primary point-of-contact for clients and build relationships with heads of business, marketing departments, and partners
Define clients' business needs and identify areas of opportunity to increase account growth and drive revenue
Coordinate with sales, ad operations, data science, product development and external clients to ensure campaigns are successfully launched and meet client’s goals
Provide campaign strategies and brainstorm new ideas and concepts to wow potential clients and grow current clients
Partner closely with internal teams on day-to-day operational processes and larger, high-impact strategic improvements
Work across departments (product, marketing, Sales Ops, AdOps, Tech Ops) to create, drive and improve workflow processes
Responsible for reporting and/or presenting KPI’s to Leadership or Senior Management on a regular basis
Maintain a comprehensive knowledge of their accounts and analyze and interpret performance data to provide optimization recommendations and client facing reporting
Provide Facebook training to clients, deliver account management for our platform, analyze data and provide proactive recommendations
Provide high-quality service and drive the bar higher for client satisfaction
Partner closely with data science, product and development teams internally to drive platform innovation and company growth
Proactively drive idea generation and innovation to improve process, tools and efficiency
Join sales meetings as subject matter expert for Facebook
Aligning Performance for Success - Focusing and managing individual performance by helping others set performance goals and then, tracking results and evaluating performance effectiveness.
Coaching and Developing Others - Providing feedback, instruction, and development guidance to help others excel in their current or future job responsibilities; planning and supporting the development of individual skills and abilities.
Driving Execution - Translating strategic priorities into operational reality; aligning communication, accountabilities, resource capabilities, internal processes, and ongoing measurement systems to ensure that strategic priorities yield measurable and sustainable results.
High Impact Communication - Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others’ thoughts and actions.
Stress Tolerance - Maintaining stable performance under pressure or opposition (e.g., experiencing time pressure, conflict, or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
Facilitating Change - Encouraging others to implement better approaches to address problems and opportunities; leading the implementation and acceptance of change within the workplace.
Delegation and Empowerment - Identifying and leveraging opportunities to accelerate results and build capability by assigning tasks and decision-making responsibilities to individuals or teams with clear boundaries, expectations, support, and follow-up.
What you bring to the table:
Bachelor’s degree from an accredited college or university
7+ years of working experience in the online advertising industry, and at least 2 years experience running and optimizing Facebook ads through FBM or an FMP
3+ years of experience mentoring/leading/managing teams
Thorough understanding of Facebook ad models, targetings and campaign optimization
Proven ability to manage multiple clients/ projects at a time while paying strict attention to deliverables
Proficiency in standard business and sales software, including Salesforce, Gsuite, and Office products
Great time management and organizational skills
Must be fluent in the language of the region you support
Understanding of the online advertising industry required
Depending on the location of your clients and/or team, travel required - up to 20%
Perks:
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
Competitive Localized Benefits
IATA Travel Discount
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.