About Sojern
Sojern is a global leader in digital marketing solutions for the travel industry, helping hotels, attractions, tourism boards, and travel marketers reach and convert travelers across channels. Founded in 2007 and headquartered in the U.S., Sojern partners with thousands of brands worldwide to drive direct bookings and measurable revenue impact.
With powerful AI, real-time traveler intent signals, and deep industry expertise, Sojern delivers multi-channel marketing across display, video, social, search, and metasearch. For over 15 years, Sojern has been recognized for simplifying complex digital marketing through automation, insights, and hands-on support—making it a trusted partner for travel companies seeking scalable, high-performing results.
Role Overview:
As a
Client Success -
Onboarding Specialist
, you will play a critical role in ensuring a smooth, timely, and high-quality onboarding experience for Sojern's clients. You will work closely with customers, Sales, Customer Success Managers (CSMs), and Technical teams to gather campaign inputs, configure setups, troubleshoot issues, and ensure campaigns are ready to launch successfully.
This role is ideal for someone detail-oriented, highly organized, proactive, and comfortable managing multiple client workflows simultaneously.
Key Responsibilities:
Client Communication & Coordination
* Act as the primary point of contact for clients during the onboarding phase.
* Conduct Kickoff Calls to explain the onboarding journey, timelines, and next steps.
* Guide clients through submitting required materials and accessing the Sojern Portal.
* Manage client inquiries promptly and professionally.
Campaign Setup & Launch Readiness
* Collect, verify, and document all required campaign information.
* Coordinate with technical teams to configure tracking, integrations, and ad requirements.
* Identify issues proactively and troubleshoot to ensure on-time campaign launch.
* Validate campaign setups for accuracy before handoff to Customer Success.
Pipeline & Workflow Management
* Maintain an organized onboarding pipeline in Salesforce and internal dashboards.
* Track progress, deadlines, dependencies, and risks across multiple accounts.
* Escalate issues early to prevent delays or launch failures.
Cross-Functional Collaboration
* Partner closely with Sales, CSMs, Technical teams, and Product to ensure seamless onboarding.
* Participate in team meetings to discuss blockers, process improvements, and workflow updates.
Reporting & Documentation:
* Provide clear, timely updates on onboarding status and KPIs.
* Maintain documentation for all client setups and internal processes.
What Success Looks Like (30/60/90 Days)
First 30 Days
* Complete onboarding training and become familiar with tools and processes.
* Shadow onboarding calls and understand end-to-end workflow.
60 Days
* Lead client Kickoff Calls independently.
* Manage a small onboarding workload with guidance.
90 Days
* Fully own client onboarding workflows with limited supervision.
* Deliver accurate and on-time campaign launches.
* Demonstrate strong communication and cross-functional partnership.
12-Month Success Metrics
* High client satisfaction during onboarding.
* Consistent on-time campaign launches.
* Strong collaboration with Sales, CSM, and Technical teams.
* Accurate reporting and documentation.
* Contribution to onboarding KPIs, process improvements, and operational efficiency.
* Readiness to support additional responsibilities as the GES pipeline expands in 2026.
Qualifications:
Must-Have
* 2–5 years of experience in project coordination, onboarding, client services, or operations.
* Excellent organizational and documentation skills.
* Strong written and verbal communication.
* Ability to manage multiple workflows simultaneously.
* Problem-solving mindset and comfort working with cross-functional teams.
Nice-to-Have
* Experience in digital marketing, ad-tech, or travel-tech.
* Experience training or mentoring.
* Familiarity with basic technical/implementation concepts.
Tools You Will Use
* Gmail
* Salesforce
* Jira
* Sojern Portal
* Slack
* Task dashboards
Work Environment & Reporting
* No direct reports.
* No travel required.
* Works closely with Sales, CSMs, Technical teams, and Team Leads.
Equal Opportunity Statement
We are an equal opportunity employer and value diversity at our company. We do not discriminate on grounds of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying disability, or any other basis covered by law. All employment is decided based on qualifications, merit, and business need.