As a Services Admin on our Assistance team, you will own a book of customers and be accountable for the successful delivery and impact of Assistance for them. You will be responsible for providing proactive platform configuration, content management, and platform optimization recommendations for your assigned book of enterprise customers. You will also be responsible for overseeing the entirety of their Assistance experience, monitoring L1 and L2 requests, serving as an escalation point for them, and ultimately relaying back to the customer the impact of both the proactive work you did and the reactive work the larger team did. 

As an extension of your customers’ teams, you will be trusted to help manage their brand’s digital experiences powered by the Yext platform. Customers will look to you to ensure their use of Yext’s products are actively managed and optimized in accordance with their key business strategies and processes. Partnership with your customers and your cross-functional account teammates will be critical to your success. 

We value individuals who are detail-oriented, excellent communicators, creative problem solvers, and are motivated by delighting and helping customers. Ideal candidates are reliable, can learn and adapt quickly, and enjoy contributing in a team environment while holding themselves to a high standard of individual performance.

What You’ll Do

• Responsible for the successful administration of in-platform task execution for your assigned book of Enterprise customers; performing predominately proactive work as well as having governance of the overall Assistance experience for your customers
• Proactively recommend and execute on optimizations on your customers’ products including but not limited to Content, Search, Pages, Listings, Reviews, and more
• Present your recommendations, results of your execution, and the impact of the other Assistance work done by the team to your customers regularly on meetings and strategic business reviews, focused on value and impact
• Prioritize, triage, manage, and monitor multiple inbound customer configuration or content management requests, driving to timely completion 
• Interpret customer and other stakeholder requests, tailor your conversations according to their needs, and effectively communicate these needs to other internal teams as necessary
• Analyze, clean, and transform customer content, primarily in Excel, providing quality assurance over the content loaded into the Yext Platform
• Create, maintain and optimize process and workflow documentation for customers in accordance with customer needs and Yext internal best practices
• Partner closely with customers and your account teams alike to ensure we are exceeding customer expectations
• Contribute to internal resources and deliver meaningful product feedback to leadership and relevant teams
• Serve as a subject matter expert to customers as well as internal teams

What You Have

• BA/BS degree or equivalent experience
• 3+ years of operations, technical support, customer success, or analyst experience
• Experience presenting value-driven narratives and metrics in front of internal or external  stakeholders
• Desire to delight customers with every interaction
• Direct experience working in the Yext platform is preferred, including a mastery of Content, Listings, Reviews, Pages, Search, and other features
• Experience with Zendesk or other help desk software
• Proficient in Excel; ability to audit, analyze, and manipulate large sets of relational data
• Project management skills to effectively manage and prioritize your proactive tasks over time
• Outstanding and effective interpersonal skills; along with 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 high-volume environment
• Autonomous worker with excellent time management skills
• Ability to thrive in a cross-functional team environment

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