Client Success Associate - Support (Italian / French Speaking)

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About RateGain

RateGain Travel Technologies is a global provider of AI-powered SaaS solutions for travel and hospitality that works with 13,000+ customers and 700+ partners in 160+ countries, helping them accelerate revenue generation through acquisition, retention, and wallet share expansion.

RateGain today is one of the world’s largest processors of electronic transactions, price points, and travel intent data, helping revenue management, distribution and marketing teams across hotels, airlines, meta-search companies, package providers, car rentals, travel management companies, cruises and ferries drive better outcomes for their business.

Founded in 2004 and headquartered in India, RateGain today works with 33 of the Top 40 Hotel Chains, 25 of the Top 30 Online Travel Agents, 4 of the Top 5 Airlines, and all the top car rentals, including 25 Global Fortune 500 companies in unlocking new revenue every day.

About Sojern

Sojern is the leading AI-powered marketing platform built for hospitality, designed to boost growth and profitability for the travel industry. The Sojern marketing platform is a set of easy-to-use software and services that delivers unrivaled traveler insight, intelligent audiences, multichannel activation and optimisation, and a connected guest experience—all in one place. More than 10,000 travel marketers rely on our platform annually to find, attract, convert and engage travellers. Sojern, founded in 2007 and acquired by RateGain in 2025, is headquartered in San Francisco, California, with teams in the Americas, Europe, the Middle East and Africa, and Asia Pacific.

Role Summary

As a Client Success Associate – Support (Italian / French speaking), you will play a vital role in growing and retaining relationships with our hotel partners across Europe. Working in a collaborative, team-based format, you will manage the end-to-end client journey post-purchase—from product education and campaign setup to performance analysis and billing.

This role is ideal for a proactive, entry-level professional who is passionate about delivering world-class service. To succeed, you should be a natural collaborator who is comfortable using data to drive decisions and eager to find innovative ways to add value to the client experience.

Key Responsibilities:

Client Retention & Advocacy: 

• Drive product adoption and education, acting as a primary advocate for client success to maximise value and mitigate churn risk.

• Maintain high client engagement levels by proactively identifying low utilisation and delivering strategic solutions to improve platform stickiness.

• Serve as the central point of contact, ensuring a seamless client experience and consistently high levels of satisfaction.

• Deliver high-quality service aimed at achieving top-tier NPS (Net Promoter Score) and CSAT (Customer Satisfaction) results.

Operational Management:

• Manage daily support operations, including resolving queries regarding product suites, troubleshooting billing or account setup, and coordinating between teams to close tickets.

• Directly handle and resolve escalations, collaborating with internal teams to provide swift, effective solutions.

• Manage client expectations through consistent, transparent communication across phone, email, and web conferencing.

Strategic Analysis & Growth:

• Analyse and interpret performance data to provide actionable campaign recommendations and identify upsell opportunities that align with client goals.

• Coordinate user-focused onboarding and training, ensuring new clients are equipped for long-term success from day one.

• Develop new concepts and ideas to keep client strategies fresh and competitive within their industry.

Collaboration & Initiative:

• Partner closely with internal stakeholders on day-to-day operational processes to streamline workflows.

• Contribute to project-based initiatives and cross-departmental tasks to support evolving business needs.

Qualifications:

Must-Have:

• 0–2 years of experience in customer support, client services, or troubleshooting technical products/platforms.

• Excellent organisational, documentation, and multitasking skills.

• Strong written and verbal communication skills in English and either Italian or/and French.

• Ability to manage multiple workflows and adapt schedule to align with international time zones.

• Strategic, problem-solving mindset focused on identifying key solutions aligned with campaign and business objectives.

• Highly self-motivated and proactive, with the adaptability required to thrive in a fast-paced environment.

• Proven comfort collaborating with cross-functional and global 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 Employer

We are proud to be an equal opportunity employer and are committed to providing a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals, regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

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