Specialist, Concierge Services

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 Specialist, Concierge Services role, you’ll interface with our entire Enterprise product suite including 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, “White Glove” support. 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. This role is fully on-site in our Hyderabad, India office.

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 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 White Glove 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)

What You Have

• 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.

Perks and Benefits

At Yext, we take pride in our diverse workforce and prioritize creating an engaged and connected working environment. Our ambitious mission is to transform the enterprise with AI search, and we know that to achieve that, we need a global team of innovators, visionary thought leaders, and enthusiastic collaborators passionate about making a meaningful impact in the world and contributing to an extraordinary culture.

We believe that people do their best when they feel their best — and to feel their best, they must be well-informed, fuelled, and rested. To ensure our employees are at their best, we offer a wide range of benefits and perks, including:

• Performance-Based Compensation: We offer an attractive bonus structure and stock options for eligible positions.
• Comprehensive Leave Package: Our leave package includes Paid Time Off (PTO), Parental Leave, Sick Leave, Casual Leave, Bereavement Leave, National Holidays, and Floating Holidays to ensure a healthy work-life balance.
• Health & Wellness Offerings: We provide medical insurance with 7L coverage, including enhanced parental and outpatient department (OPD) coverage for you, your spouse, two dependent children, and two parents (as applicable and subject to eligibility requirements).
• Relocation Benefits: We offer relocation assistance and an allowance to eligible candidates to help ease your transition.
• World-Class Office & Building Amenities: Our office has a top-notch infrastructure, including gaming rooms, a plush pantry, and breakout areas.

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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.