Manager, Client Support, White Glove Services at Yext

| 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.
Yext is in the process of building a world-class, global Support organization and is looking for an experienced customer service Manager to help scale our White Glove Services organization in the United States. Yext’s White Glove 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 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 Manager, Client Support, White Glove Services reports directly to the Senior Manager, White Glove Services, and is responsible for the development and ongoing management of a team of Yext White Glove 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, White Glove 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 Yext’s largest, most strategic clients. This is a fantastic opportunity to build your career with a fast-growing tech company defining the new Search Experience.
What You'll Do

  • Manage a team of White Glove 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 White Glove Services to facilitate Yext’s growth in clients, geographies, and capabilities
  • Develop a thorough understanding of Yext’s product and customer needs, ensuring the team is trained and enabled to support these 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

  • 3-5 years of leadership experience working in a contact center, workforce management environment, or related industry servicing multiple channels, SLAs, and varying KPIs
  • 3-5 years 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 is able to use data to find solutions
  • Excellent communication skills including experience speaking to business audiences

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 Lead

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

Upward Analyst, Class 1

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

Senior Recruiter

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, Enablement

How would you describe the company’s work-life balance?

Because of the flexibility Yext offers its employees, I was able to continue my athletic passion by playing in the Major League of Lacrosse while still holding my full-time position. Yext does a phenomenal job of ensuring their employees are excited to come work by providing them with an incredible work-life balance.

John "Yozzo"

Program Manager, Recruiting Programs

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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