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Full-Time

Senior Client Success Manager

Reseller

Posted on 8/27/2024

Yext

Yext

1,001-5,000 employees

AI-powered search solutions for businesses

AI & Machine Learning
Enterprise Software

Compensation Overview

$87.3k - $153.5kAnnually

+ Equity Compensation + Variable Pay Programs

Senior, Expert

New York, NY, USA

Category
Customer Success
Customer Success & Support
Required Skills
Sales
Communications
Management
Marketing
Customer Service
Requirements
  • BA/BS degree in Sales, Business, Marketing, or Computer Science preferred
  • A minimum of 5+ years of experience in a customer-facing role (for example, in BDR, Customer Service/Support, Sales, or CSM) with a proven track record of managing enterprise-level customers and/or alliance/reseller partner.
  • Knowledge of digital marketing technologies - social media marketing platforms, digital experience platforms, reputation management, customer experience platforms, marketing performance management
  • Familiarity with web and development technologies such as HTML, CSS, JavaScript, XML, React, Rest APIs and JSON.
  • Familiarity with different listings networks such as Google, Apple, and Facebook and experience with marketing strategy for multi-location businesses
  • Work experience in organic search/ local SEO within digital media preferred
  • Strong ability to develop insights from performance data and present a value story to key stakeholders
  • Experience with subscription GTM approaches for customer success management and renewals
  • Proven ability to manage a book of business with high gross retention & predictability
  • Customer-centric mindset - put the customer's needs first, actively seek feedback, and continuously strive to improve the customer's experience with the product or service.
  • Strategic thinker with strong analytical and problem-solving skills, the ability to anticipate customer needs, and the ability to develop tailored solutions to meet them.
  • Solid project management skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment.
  • Familiarity with Challenger Sales Methodology is a huge plus.
  • Strong negotiation, influencing, and closing skills
  • Adaptability and flexibility mindset
  • Outstanding interpersonal and communication skills, with the ability to engage and influence customers and partners at all levels.
Responsibilities
  • Manage a portfolio of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
  • Build and maintain strong relationships with Yext customers, serving as their primary point of contact for all post-sales activities.
  • Work with Yext Support, Product Management, Services, and GTM teams to share customer feedback and act as an internal advocate for our customers
  • Be an expert on the Yext platform and products
  • Partner with customers to develop and execute strategic success plans, aligning Yext solutions with their business objectives and goals.
  • Conduct regular reviews, provide progress updates related to reactive issues and proactive customer initiatives, and demonstrate the value of Yext products and services
  • Recommend improvements to customers' usage of the Yext platform.
  • Stay up to date with industry trends and best practices and share insights and recommendations with customers
  • Share product roadmap with customers, provide guidance on how new Yext features and offerings align with customer’s business objectives and help with achieving KPIs
  • Advise on how new Yext offerings fit into customer environments and enhance their results.
  • Lead workshops to help customers leverage the full value of Yext solutions.
  • Analyzing customer data to identify upsell & cross sell opportunities
  • Collaborate with Sales and Solution Engineering to pursue growth opportunities
  • Demonstrate keen situational awareness, adept at deciphering subtle cues and anticipating potential risks ahead of time, taking preemptive measures to mitigate them effectively. Above and beyond attitude to restore and maintain positive sentiment.
  • Collaborate with Sales on renewals strategy and plans, leveraging customer analytics and metrics to maintain outlined retention goals
  • Provide accurate renewals forecast
  • Experience or knowledge around common platform integrations and how they are commonly configured, troubleshot, and optimized.
  • Leverage an understanding of our Resellers’ environments and use cases to influence their ability to realize the value of their existing solutions, provide guidance on new use cases, and help to influence Yext's capabilities roadmap with the product teams.

Yext provides AI-powered search solutions through its Yext Answers Platform, which allows businesses to give direct answers to user queries instead of just links. This platform uses natural language processing to understand the context of search queries, ensuring users receive accurate information. Yext caters to a wide range of clients, from large enterprises to small businesses, and focuses on improving search experiences in areas like marketing and customer support. The company operates on a subscription model, where clients pay for access to the platform and its features, which are supported by a centralized Knowledge Graph that maintains consistent information across digital platforms. Yext also offers a training and community engagement platform called Hitchhikers, where users can enhance their skills and connect with others. The goal of Yext is to enhance search capabilities for businesses, leading to better user experiences and high customer satisfaction.

Company Stage

Series F

Total Funding

$117.6M

Headquarters

New York City, New York

Founded

2006

Growth & Insights
Headcount

6 month growth

-1%

1 year growth

-6%

2 year growth

19%
Simplify Jobs

Simplify's Take

What believers are saying

  • Yext's acquisition of Hearsay Systems could expand its market reach and enhance its product offerings.
  • Recognition as a top workplace by Built In boosts Yext's reputation, making it an attractive place for talent.
  • The launch of a new Customer Success Program indicates Yext's commitment to improving client satisfaction and retention.

What critics are saying

  • The recent fall in Yext's stock price following Q1 results and the acquisition of Hearsay Systems may indicate financial instability.
  • Potential sale amid takeover interest could lead to uncertainty and disruption for employees.

What makes Yext unique

  • Yext's AI-powered search solutions focus on delivering direct answers rather than just links, setting it apart from traditional search engines.
  • The use of a centralized Knowledge Graph ensures consistent and accurate information across all digital touchpoints, a feature not commonly found in competitors.
  • Yext's Hitchhikers platform for training and community engagement adds an extra layer of value for clients, fostering a knowledgeable user base.

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