Manager, Services

As a Manager, Services on our L3 Assistance team, you will be responsible for managing a team of Services Admins and focus on the successful delivery of our Elite Customer Success package.

The Assistance team is responsible for providing platform configuration, content management, and platform optimization services to our customers; a key role in the Yext customer experience. Your team specifically will have designated books of customers, oversee customers Assistance overall experiences, and focus on providing proactive recommendations that drive value and optimize their use of the Yext platform. Your team members will be an extension of our customers teams and will be trusted to help manage brands digital experiences powered by the Yext platform. You will be accountable for the engagement, success, and performance of your direct reports, your team, as well as contribute to the overall success of the Assistance program.

As Elite Customer Success is a new offering for Yext, you will also play a critical role in building out the L3 team, the Elite package, and the operationalization of the offering and team. That may involve designing systems updates, refining our customer engagement model, managing resource capacity to inform hiring decisions, building deck templates, optimizing document management strategies, onboarding, and other iterative workstreams focused on building and running a successful team and program. Using data to measure the performance of your team and the program, and then making adjustments and optimizations to drive quality, reliability, and customer happiness will also be critical to your success in this role.

We deeply value quality and by training, coaching, and providing timely feedback for your team we expect you to work diligently to grow and develop every member. Ideal candidates are people leaders who can create and maintain a culture where your team is reliable, following best practices, delivering high-quality work, and is maintaining an exceptional and delightful customer experience. If customers are saying You re the best! We couldn t do this without you! to your team members, you re doing something right!

What You ll Do

• Provide feedback, coaching, and mentorship to team members in order to promote professional development and effective performance
• Manage individual, team, and program targets and actively monitor and report on these metrics on a consistent cadence
• Manage team resources to ensure successful individual outcomes, team outcomes, and positive customer experiences measured by utilization, SLO adherence, backlog health, resolution times, and CSAT amongst other KPIs
• Contribute to internal resources and deliver meaningful product feedback to leadership and relevant teams
• Monitor, assess and mitigate risks to team s delivery and its customers; identify issues and opportunities early on and coach team on how to address challenges
• Routinely review and update internal and customer documentation regularly to reflect change in team, company, or customer process or workflows
• Proactively identify and contribute to process improvements across the Services team
• Review department product feedback and advocate for the appropriate product roadmap items based on customer needs, including both product and product marketing considerations
• Assist and/or lead recruiting and training efforts for the team
• Partner with other cross-functional leads to best position and deliver the Elite package across the global Yext customer base

What You Have:

• BA/BS degree or similar college-level education
• 4+ years of customer support, consulting, or similar customer-facing roles
• Minimum of 2+ years of leadership experience
• Experience in presenting thoughtful and strategic proactive recommendations in front of executive-level stakeholders
• Desire and ability to manage a distributed team across multiple regions
• Deep understanding of Yext products across the full product suite
• Desire to delight customers with every interaction and motivate your team to do the same
• Excellent project management, prioritization, and organization skills
• Excellent written and verbal communication skills
• Proficiency in data analysis and manipulation with Excel
• Outstanding and effective interpersonal skills; along with a strong ability to communicate complex issues across departments and with external contacts
• Detail-oriented, organized, process-driven
• Ability to work quickly and accurately in a fast-paced environment
• Ability to thrive in a cross-functional team environment

Perks and Benefits

At Yext, we take pride in our diverse workforce and prioritize creating an engaged and connected working environment. Our ambitious mission is to transform the enterprise with AI search, and we know that to achieve that, we need a global team of innovators, visionary thought leaders, and enthusiastic collaborators passionate about making a meaningful impact in the world and contributing to an extraordinary culture.

We believe that people do their best when they feel their best and to feel their best, they must be well-informed, fuelled, and rested. To ensure our employees are at their best, we offer a wide range of benefits and perks, including:

• Performance-Based Compensation: We offer an attractive bonus structure and stock options for eligible positions.
• Comprehensive Leave Package: Our leave package includes Paid Time Off (PTO), Parental Leave, Sick Leave, Casual Leave, Bereavement Leave, National Holidays, and Floating Holidays to ensure a healthy work-life balance.
• Health Wellness Offerings: We provide medical insurance with 7L coverage, including enhanced parental and outpatient department (OPD) coverage for you, your spouse, two dependent children, and two parents (as applicable and subject to eligibility requirements).
• Relocation Benefits: We offer relocation assistance and an allowance to eligible candidates to help ease your transition.
• World-Class Office Building Amenities: Our office has a top-notch infrastructure, including gaming rooms, a plush pantry, and breakout areas.

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