Specialist, Concierge Services - Remote

Overview

Yext (NYSE: YEXT) is the leading digital presence platform for multi-location brands, with thousands of customers worldwide. With one central platform, brands can seamlessly deliver consistent, accurate, and engaging experiences and meaningfully connect with customers anywhere in the digital world. Our AI and machine learning technology powers the knowledge behind every customer engagement, which is only possible through our team of innovators and enthusiastic collaborators. Join us and experience firsthand why we are consistently recognized as a ‘Best Place to Work’ globally by industry leaders such as Built In, Fortune, and Great Place To Work®!

In Short

• Establish yourself as a dependable, solution oriented Yextpert who can creatively and professionally advise clients on digital presence best practices.
• Troubleshoot platform and client-specific inquiries via telephone and email support and maintain inbound queue management strategies to ensure adherence to the SLA.
• Provide consultative and training services through 1:1 and group advisory settings via phone calls, webinars, and virtual meetings.
• Craft help articles and other support materials to empower users to serve themselves.
• Interpret customer requests, tailor your conversations according to their needs, and effectively communicate these needs to ensure we are exceeding client expectations - every time!
• Work cross-functionally with Client Success, Operations, Engineering and Product teams to deliver full 360-support and surface trends that enhance the end-user experience.
• Ideate, build and scale new ways of thinking about the value White Glove Services brings to clients as well as our internal operational efficiency.
• Specialize in client and industry knowledge to become a Client/Industry Subject Matter Expert by participating in account meetings and documenting new features and client-specific processes.
• Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)

Requirements

• BA/BS degree or a similar college level education
• Interest in pursuing a career in Customer Success within the SAAS space.
• Customer-facing experience desired (retail, hospitality, online support, etc.)
• The ability to think creatively, analyze, and understand complicated and abstract ideas.
• Outstanding and effective interpersonal skills
• Evidence of taking leadership or distinguishing yourself from your peers, especially in team or social activities
• Ability to work quickly and independently with excellent time management skills.
• Excellent written and verbal communication skills that can be tailored to a broad range of people.
• Strong computer skills, including typing skills, and the ability to adapt quickly to new programs.
• A knack for synthesizing technical concepts into digestible bits of information and effectively convey this information to others.

Benefits

• Comprehensive training program
• Opportunity to work with a leading digital presence platform
• Remote work flexibility
• Engagement with a diverse and inclusive culture
• Recognition as a 'Best Place to Work'