Specialist, Concierge Services

In the Specialist, Concierge Services role, you’ll interface with our entire Enterprise product suite including Content, Pages, Reviews, Listings, Knowledge Assistant, and more! You will gain a comprehensive understanding of complex enterprise businesses’ digital strategy/goals while providing personalized, consultative, and technical support – or as we call it, Yext Concierge Service. Onboarding includes a comprehensive training program, which will empower you with skills, resources, and confidence to apply your individual talents to Yext and our customers.

What You’ll Do

• 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 Concierge 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)

What You Have

• 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
• Ability to work 40 hours/week and overtime as needed. Ability to work non-standard work week (ie Sun - Thur or Tues - Sat) and/or non-standard hours (ie 12PM - 9PM ET)

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