Senior Client Success Strategy & Operations Data Strategist

| Greater NYC Area
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The ultimate source for official answers about a business online should be the business itself. However, when consumers ask questions on company websites, too often they are left in the dark with wrong answers. Yext (NYSE: YEXT), the Search Experience Cloud, solves this problem by organizing a business's facts so it can provide official answers to consumer questions — wherever people search. Starting with the company website, then extending across search engines and voice assistants, businesses around the world, like Taco Bell, Marriott, and Jaguar Land Rover—as well as organizations like the U.S. State Department—trust Yext to radically improve the search experience on their websites and across the entire search ecosystem.
Customer Success Strategy & Operations (CS S&O) is the team responsible for defining Customer Success objectives, strategy, and tactics that scale. The team implements tools, processes, and reporting at scale to help us deliver a world-class customer experience. 
We are looking for a Senior CS S&O Data Strategist who will be responsible for providing data analytics and insights for the Customer Success organization and help us transform into a world-class customer success organization.  The CS S&O Data Strategist will be expected to demonstrate a deep understanding of our key customer success metrics and be able to identify and highlight key trends and insights in this data.  The ideal candidate is someone who has experience with our reporting tools (Tableau, Salesforce)  and is very comfortable working with Excel and Google Sheets.  
What You'll Do

  • Analyze critical data/metrics for the Customer Success organization and identify key trends and insights
  • Design and build key customer success reports and dashboards in Salesforce and Tableau
  • Structure large data sets to find useful information and insights that can be used to make business decisions
  • Establish KPIs to measure the effectiveness of business decisions
  • Support the success of our Customer Success teams via data-driven decision making and ensure alignment across teams based on their individual data needs
  • Work closely with our IT (GTM & BI) and Sales Operations teams to ensure solid data structure, integrations, and overall data quality
  • Coordinates with SalesOps and IT (GTM & BI) on Customer Success and/or Revenue-wide data and operational needs
  • Provide regular reporting and insights on our key metrics, such as NPS and CSAT, and highlight department strengths and opportunities for improvement
  • Simplify complex problems & huge data sets to extract insights and actionable recommendations
  • Demonstrates ability to learn Yext Products & Services
  • Demonstrates strong written and verbal communication skills; including the ability to tailor key messages to your audience
  • Partners with Client Success, Consulting, & Platform Services/Support to fine-tune process and systems based on data-driven insights

What You Have

  • BA/BS degree or a similar college level education. Data Science, Economics, Math/Statistics, Business; and/or Finance preferred
  • 3+ years of relevant, hands-on analytics experience
  • Proven ability to work collaboratively across different functions
  • Superior Excel and Proficient PowerPoint and/or Google Sheets and Slides skills
  • Minimum of 1-year experience with Tableau or similar BI tools
  • Ability to clearly communicate analysis to a variety of audiences
  • Strong problem-solving skills

Bonus Points

  • Salesforce and/or Tableau and Looker experience
  • SQL and other data preparation or visualization tools experience

Yext is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or nonbinary or nonconformity and/or status as a trans individual), age, physical or mental disability, citizenship, 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. If you have a disability or special need that requires accommodation, please let us know.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • KafkaLanguages
    • Apache Solr / LuceneLanguages
    • HibernateLanguages
    • CSSLanguages
    • CompassLanguages
    • Soy and Groovy TemplatesLanguages
    • RabbitMQLanguages
    • jQueryLibraries
    • HadoopFrameworks
    • PlayFrameworks
    • MySQLDatabases
    • NoSQLDatabases
    • PendoAnalytics
    • BalsamiqDesign
    • InVisionDesign
    • SketchDesign
    • FigmaDesign
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • YextCMS
    • SalesforceCRM
    • SalesNavigatorCRM
    • GainsightCRM
    • PardotEmail
    • SalesforceEmail
    • PardotLead Gen

Location

61 Ninth Avenue, New York, NY 10011

An Insider's view of Yext

What’s the vibe like in the office?

Yext has been an amazing place to work over the last 7 years. I've been surrounded by people who care about working hard and getting the job done right, while still keeping the human elements of kindness and collaboration a top priority for interacting with others. It often feels like I'm at work with my friends, and I've always loved that.

Chris

Software Engineering Manager

What does your typical day look like?

Not at all a cliche, but truly no day at Yext is the same. It's something truly special to be part of an ever-growing and innovative company where I have an active seat at the table in shaping where we take our products. With the Upward Rotational Program, I've felt supported and empowered every step of the way.

Jeanne

Associate Solution Product Marketing Manager

How has your career grown since starting at the company?

I have been with Yext for 8 years and held 5 roles, which has led to tremendous growth both professionally and personally. Being a part of such a flourishing start-up has allowed me to see what true entrepreneurship looks like. Yext has taught me the importance of staying one step ahead of the industry and enabled me to be more adaptable to change.

Melissa

Manager, Recruiting

How do you empower your team to be more creative?

I encourage my team to think outside the box. If it’s memorable, people are going to retain the info. If it’s fun, people are going to engage. Setting clear metrics for success on a project is what gives us the freedom to be creative. How we execute is all part of the fun! How we tweak and adjust is where we get to success.

Cindy

VP, Global Sales Enablement

What are Yext Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
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