Manager, Concierge Services
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Yext is seeking an experienced customer service manager to help scale our Concierge Services organization. Yexts Concierge Services offerings are designed for clients who want Yext to help their field users such as franchisees, agents, advisors, or local managers get the most out of Yext.Our Concierge Services team can help maximize the success of the Yext program and provide field users with guidance and expertise to drive success with our platform.
The Manager, Concierge Services reports directly to the Senior Director, Concierge Services, and is responsible for the development and ongoing management of a team of Yext Concierge Services Specialists. Key responsibilities include managing a team responsible for assisting our Clients on the Yext platform, troubleshooting escalated technical issues in real-time, and advising on best practices.The Manager, Concierge Services is responsible for ensuring high levels of customer satisfaction by managing quality and productivity guidelines that will be met by their team. The ideal candidate has experience successfully building out a scalable support model across channels (e.g., email, chat, phone), all while creating a vibrant, dynamic, customer-focused culture.
This exciting opportunity offers a chance to work closely with multiple departments across Yext, as well as directly interface with a variety of Yexts largest, most strategic clients. This is a fantastic opportunity to build your career with a fast-growing tech company defining the new digital presence experience.
What You'll Do
Manage a team of Concierge Services Specialists focused on providing a high level of service to field users
Coach, support, and develop talent within the team; manage employees growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers to success
Develop and manage ticket queues and escalation paths - ensure SLAs are adhered to, and key KPIs such as CSAT and FiRT are met/exceeded
Assist the team in troubleshooting escalated issues in real-time
Serve as a key stakeholder, working with cross-functional teams to build out relevant help resources and internal documentation
Drive bug resolutions, requirements, and feature requests with Product and Engineering
Create a customer-centric culture focused on finding solutions and wowing customers
Scale Concierge Services to facilitate Yexts growth in clients, geographies, and capabilities
Develop a thorough understanding of Yexts product and customer needs, ensuring the team is trained and enabled to support both current and future
Raise the Bar work continuously with the team to ideate, build and scale new ways of thinking/approaches to raise the bar in terms of the value we are bringing to our customers
What You Have- 5 years of leadership experience working in a contact center, workforce management environment, or related industry servicing multiple channels, SLAs, and varying KPIs
- 5 years of customer support experience, preferably in a SaaS organization serving Enterprise customers
Understanding of B2B, SaaS, or client-facing consumer products
Strong customer-centric mindset, confidence/experience in speaking with clients, and defusing escalated situations
Experience scoping custom deals using time and material estimates and/or past deals to predict required resources, a plus
A true, inspirational leader who enjoys hiring, developing, mentoring, and motivating top talent
A strategic thinker with strong analytical skills who can use data to find solutions
Excellent communication skills, including experience speaking to business audiences and presenting to executive-level leadership
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Pay ranges at Yext are established based on an analysis of salaries for positions with a similar level of accountability and impact in the relevant labor market. Salary levels are expected to change to reflect an employees job performance (results and impact) over time.Salaries at the time of hire are typically offered in the lower to middle of the above-referenced range in order to provide the opportunity to reflect performance-based increases over time. In addition to base salaries, employees at Yext are typically eligible for a comprehensive package of benefits including medical, dental and vision benefits; life insurance; short term and long-term disability; 401(k) retirement plan; and vacation and sick leave.
Successful candidates may also be eligible for equity (stock) based compensation and/or variable pay programs based on performance relative to goals and targets.
Annual Base Pay Range$83,700$170,500 USD
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 Yexts 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.