Services Admin, Assistance

Found in: beBee jobs GB - 3 weeks ago

London, Greater London, United Kingdom Yext Full time

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

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

#LI-JS1

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 focuses on Internet, SaaS, Advertising, Sales and Marketing, and Search. Their company has offices in New York City, Chicago, Washington DC, London, and Paris. They have a very large team that's between employees. To date, Yext has raised $115.75M of funding; their latest round was closed on June 2014.

You can view their website at or find them on Twitter, Facebook, and LinkedIn.

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