Associate Specialist, Services

Found in: Talent UK C2 - 2 weeks ago


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®

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 SLAProvide consultative and training services through 1:1 and group advisory settings via webinars, and virtual meetingsCraft 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 timeWork cross-functionally with Client Success, Operations, Engineering and Product teams to deliver full 360-support and surface trends that enhance the end-user experienceIdeate, build and scale new ways of thinking about the value our services bring to clients as well as our internal operational efficiencySpecialize 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 processesMaintain 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 educationInterest in pursuing a career in Customer Success, Services or Support within the SAAS spaceCustomer-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 ideasOutstanding and effective interpersonal skillsEvidence of taking leadership or distinguishing yourself from your peers, especially in team or social activitiesAbility to work quickly and independently with excellent time management skillsExcellent 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 programsA knack for synthesizing technical concepts into digestible bits of information and effectively convey this information to othersAbility to work 40 hours/week.

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