Director, White Glove 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 In fact, the majority of enterprise search is powered by outdated keyword technology that only scans for keywords and delivers a list of hyperlinks rather than actually answering questions.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 in the process of building a world-class, global Services organization and is looking for an experienced Director to help scale our White Glove Services organization in the United States. Yext’s White Glove Services offerings are designed for our largest, most strategic clients who want to leverage Yext to help their field users — such as franchisees, agents, advisors, or local managers — get the most out of their investment with Yext. Our White Glove 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 Director, White Glove Services reports to the VP, Global Platform Services & Support and is responsible for the development and ongoing management of our North America White Glove Services team based in New York, NY. The Director, White Glove Services is responsible for ensuring high levels of customer satisfaction by managing top quality and productivity guidelines that will be met by the team. The ideal candidate has experience successfully building out a scalable, tiered services model across multiple channels (e.g., email, chat, phone, and community), all while creating a vibrant, dynamic, customer-focused culture.
This individual’s primary responsibilities include leading the White Glove Services team responsible for ensuring a best-in-class client experience, developing and coaching front-line Management staff, advising on best practices, and shaping the strategy of the team as we scale to support the business. This individual will also work cross-functionality with other Yext departments around the world, acting as the voice of White Glove Services in North America, and work to align support and services efforts with the company goals and initiatives - proactively identifying challenges and providing cross-functional solutions.
What You’ll Do
- Lead a team of White Glove Services Specialists and front-line Managers and Program Managers focused on providing a high level of service to field users
- Identify areas for strategic improvement in regards to systems, processes, policies, and procedures
- Establish relationships with outsourcing providers and determine whether/how to use these providers alongside Yext internal employees
- Coach, support and develop talent within the team; manage team members’ growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers for 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
- Work with Client Success Leadership to troubleshoot escalated issues in real-time
- Serve as a key stakeholder, working with cross-functional teams to build out relevant external help resources and internal documentation
- Drive bug resolutions and feature requests with Product and Engineering
- Create a customer-centric culture focused on finding solutions and wowing clients
- Scale services to facilitate Yext’s growth in clients, geographies, and solutions
- 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
- 10+ years of experience in Customer Success/Support with a proven track record of growing revenue of an owned book of business
- 5+ years Management / People Leadership experience
- Experience managing both ICs and People Managers
- Enterprise (B2B) Client Support or Success experience with a SaaS product; ideally in the Search space
- Strong, customer-centric mindset, confidence/experience in speaking with C-level executives and defusing escalated situations
- Experience scoping custom deals using time and material estimates and/or past deals to predict required resources
- A true, inspirational leader who enjoys hiring, developing, mentoring, and motivating top talent
- A strategic thinker with strong analytical skills who is able to use data to find solutions
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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.