Specialist, Concierge Services

Yext•New York, NY

6d•$45,900 - $111,500

About The Position

In the Specialist, Concierge Services role, you’ll interface with our entire Enterprise product suite, including Knowledge Graph, 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.

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
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 11AM to 8PM EST)

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 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)