Associate Specialist @ Yext

INACTIVE

Full-Time

Associate Specialist

Services, Bilingual, English/German

Posted on 4/11/2024

Yext

1,001-5,000 employees

AI-driven digital experience and content management

Data & Analytics

AI & Machine Learning

Junior, Mid, Senior

London, UK

Required Skills

Quality Assurance (QA)

Requirements

BA/BS degree or a similar college-level education
Interest in pursuing a career in Customer Success, Services or Support within the SAAS space
Customer-facing experience, ideally in an online setting such as telephone/online support, training or in-person retail experience
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 in English & German
Strong computer skills, including typing skills, and the ability to adapt quickly to new programs
Ability to work 40 hours/week

Responsibilities

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 email and during virtual calls
Maintain inbound queue management strategies to ensure adherence to the SLA
Provide consultative and training services through 1:1 and group advisory settings via 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 our services bring 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)

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 the Associate Specialist, Services role, you’ll have the opportunity to work with some of our largest customers across the entire product suite including Pages, Content, Reviews, Listings, Analytics and more! You will gain a comprehensive understanding of complex enterprise businesses’ digital strategy/goals while providing personalized, consultative, and technical support.

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 email and during virtual calls
Maintain inbound queue management strategies to ensure adherence to the SLA
Provide consultative and training services through 1:1 and group advisory settings via 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 our services bring 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, Services or Support within the SAAS space
Customer-facing experience, ideally in an online setting such as telephone/online support, training or in-person retail experience
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 in English & German
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.

#LI-JS2

Yext is committed to building an inclusive and diverse culture where every person is seen, heard, and valued. We believe in equal employment opportunity and welcome employees and applicants of all races, colors, ethnicities, religions, creeds, national origins, ancestries, genetics, sexes, pregnancy or childbirth, sexual orientations, genders (including gender identity or nonbinary or nonconformity and/or status as a trans individual), ages, physical or mental disabilities, citizenships, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. It is Yext’s policy to provide reasonable accommodations to people with disabilities as required by law. If you have a disability that requires an accommodation in completing this application, interviewing, or participating in the employee selection process, please complete this form.

Yext

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Website

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Yext offers an empowering work environment by being at the forefront of AI-driven digital experience solutions, optimizing content management and customer engagement across multiple platforms. Their dedicated focus on developing advanced search engines and a next-generation CMS tailored for AI not only makes them a leader in their field but also provides an innovative and challenging workplace for tech professionals eager to impact the digital landscape. Working here offers a unique opportunity to be part of a team that shapes how organizations worldwide deliver relevant, actionable information to their users.

Company Stage

Series F

Total Funding

$117.6M

Headquarters

New York, New York

Founded

2006

Growth & Insights

Headcount

6 month growth

↓ -6%

1 year growth

↑ 18%

2 year growth

↑ 16%

Benefits

Comprehensive Benefits Program - One of our top priorities is to maintain the health and wellbeing of our employees and their families. We offer a robust and comprehensive benefits program, which includes top-quality health insurance (medical, dental, vision), paid parental leave, a 401(k) with match or retirement pension plan, equity, commuter benefits, and more.

Invested in Your Wellbeing - In addition to our top-tier benefits, we also have a holistic wellness program that includes physical and mental health services. A few employee-favorite perks are our company-wide subscription to the meditation, sleep, and relaxation app Calm, as well as our corporate ClassPass membership.

Stay Informed - Our leadership team is committed to company-wide transparency, ranging from email blasts, biannual goal-setting days, and a weekly all-hands video meeting called Manifesto. Manifesto is a time for leadership to share company updates, showcase new products, highlight new deals, and provide kudos to well-deserved employees.

Collaborative Workspaces - Yext has amazing workspaces in many of the greatest cities in the world — from our magnificent new HQ in New York City to those in Chicago, Greater Washington DC, London, Miami, Munich, Paris, Tokyo, San Francisco, and more. Most job families within Yext allow employees to work from any office so they can experience the face-to-face collaboration, spontaneous interaction, and mutual learning that have become such hallmarks of our culture across the globe.

Life-Work Balance - We work hard and play even harder, but we also recognize that our employees wear multiple hats as parents, mentors, caretakers, volunteers, and more. That’s why we offer flexible and generous vacation, paid company and bank holidays, and sick days for when you’re feeling under the weather — all in an effort to give our employees more time to do the things they love with the ones they love and support a better life-work balance.

Upward Mobility - One of the perks of being a relatively new publicly traded company is that there is no shortage of opportunity. This means our employees are presented with countless chances to move internally. Internal mobility is at the forefront of Yext’s hiring, as are learning and development, alongside our mentorship program and monthly lunch and learns sponsored by our ERGs.

INACTIVE