Director, Consulting Services
Yext (NYSE: YEXT) is building the next big thing in AI search, and the next big thing is answers.
With the explosion of information and data online, search has never been more important. However, while the world of consumer search has innovated over time, enterprise search has not. In fact, the majority of enterprise search is powered by outdated keyword technology that only scans for keywords and delivers a list of hyperlinks rather than actually answering questions. Yext, the AI Search Company, offers a modern, AI-powered Answers Platform that understands natural language so that when people ask questions about a business online they get direct answers – not links.
We have a big, audacious mission to transform the enterprise with AI search. To achieve that, we need bright minds and diverse perspectives to join our growing company and help us continue to disrupt an industry. Does this sound like you?
Yext is seeking a highly-organized, motivated, and goal-oriented Director, Consulting Services to join our Professional Services organization. As a Director/Senior Director, Consulting Services you will be responsible for a global business unit within the overall services organization, Implementation or Managed Services. You will direct multiple teams of managers and Technical Engagement Managers to ensure successful delivery and optimization for Yext Customers. In addition, you would be responsible for training, coaching and timely feedback for the team leads/managers. This position is a highly important part of the Customer Success and Consulting Services Leadership to drive a consistent approach, iterate on best practices and deliver a great customer experience as we deliver projects for our clients.
We value individuals who are fast learners, team contributors, strong communicators, and problem solvers. Ideal candidates are interested in technology, can build strong relationships, and quickly learn the parts of our business.
What You’ll Do
- Manage department capacity, backlog and utilization to meet company targets and actively monitor and report on these metrics on a consistence cadence
- Direct team resources to ensure successful project outcomes and positive client experiences measured by CSAT and Time to value on services engagements
- Monitor, assess and mitigate risks to the department’s portfolio of projects; identify issues and opportunities early on and coach team managers on how to help the team mitigate
- Create and iterate on service approaches and strategies to drive quicker time to value and greater return on investment for clients
- Report to Customer Success key metrics including key projects and risks
- Provide feedback, coaching and mentorship to team members in order to promote professional development and effective performance
- Partner closely with sales, success and support org leadership to ensure client satisfaction, through collaborating on process improvements, or resource allocation strategies
- Proactively identify and contribute to process improvements including automation opportunities and execution playbooks
- Review department product feedback and advocate for the appropriate product roadmap items based on customer needs, including both product and product marketing considerations
What You Have
- BA/BS degree
- 8+ years of experience in Software Implementation, Consulting, or similar client facing roles
- 3+ years of team lead or people management experience preferred
- Excellent project management (including prioritization and organization) skills
- Excellent written and communication skills
- Client-centric focus and sincere empathy
- Data-oriented decision maker
- Outstanding and effective interpersonal skills; along with strong ability to communicate complex problems
- Detail-oriented, organized, process-driven
- Strong work ethic with the ability to work well under pressure in a dynamic environment
- Determination and perseverance when faced with challenges
- Ability to thrive in a cross-functional team environment
- Takes pride in providing a high level of service and delivering consistent performance
- Passionate about technology
- Must be available for occasional travel (less than 20%)
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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.