Senior Director, Client Success Operations
Yext is the leading Digital Knowledge Management (DKM) platform. Yext's mission is to give companies control over their brand experiences across the digital universe of maps, apps, search engines, voice assistants, and other intelligent services that drive consumer discovery, decision, and action. Today, thousands of businesses including brands like Taco Bell, Rite Aid, and Steward Health use the Yext Knowledge Engine™ to manage their digital knowledge in order to boost brand engagement, drive foot traffic, and increase sales.
The Senior Director, Client Success Operations is responsible for building and maintaining the program management and infrastructure that supports the Yext Client Success organization. The goal of this team is to drive client renewals and upsells by driving client engagement, client advocacy, product usage / adoption, business intelligence and client operations & infrastructure. The ideal candidate will partner well with stakeholders from other departments including: sales, product, and marketing and is responsible for ensuring that the entire client success organization is organized and operating efficiently and effectively. This person will report directly into the SVP, Operations and should have experience in designing and rolling out process, infrastructure, and programs. Most importantly, this individual needs to be able to adapt quickly to constantly changing priorities, and be willing and able to tackle new projects and initiatives on a daily basis.
Responsibilities
- Build, oversee, and support a team to drive client renewals and upsells by driving client engagement, client advocacy, product usage / adoption, business intelligence and client operations & infrastructure
- Develop and test key operational process improvements and scalability efforts across the CS organization
- Enable accurate reporting across the CS organization to facilitate improved performance and awareness of lagging parts of the business
- Partner cross-functionally with other departments including Sales, Marketing, Product, Go-to-Market, and Delivery to ensure effective collaboration on cross-departmental initiatives (Go-to-Market Campaigns, Marketing Events, Client Product Requests, New Product Releases)
- Support the Chief Customer Officer and SVP, Operations with key leadership initiatives
- Design, roll-out, and monitor product adoption programs to help clients leverage the Yext platform to grow their business by providing tips and best practices
- Responsible for proper execution of customer communication and voice of the customer programs including NPS and Implementation Feedback
- Build and manage client lifecycle process for CS organization to ensure optimization and scalability
- Work with corporate engineering and revenue ops to oversee implementation, maintenance, and strategy of key Client Success tools (Gainsight, Salesforce, Customer Portal, and ZenDesk)
- Drive process for effective Customer Advocacy initiatives including Customer Showcases, Case Studies, Client Logo usage, and Sales References
Minimum Requirements
- At least 7-8 years experience working in a Client Success role
- BA/BS degree. In lieu of degree, relevant skills or equivalent experience
- Understanding of digital ecosystem landscape and relationships
- Excellent communication skills and relationship-building skills
- Able to translate strategic goals into actionable items
- Must have innovative and creative thought process
- Experience effectively prioritizing tasks, questions, and interactions for the most powerful engagement opportunities
- Management experience highly desired, not required
Compensation, Benefits & Perks
Yext offers the following exceptional benefits: competitive compensation, 401k, unlimited snacks, daily meal allowance, flexible hours/paid time off, and excellent health/dental/vision insurance. We treat our employees well and offer tremendous growth opportunities. Challenging work pushes our people to be creative in a casual environment that is caring, fun, and collaborative. We believe that when you have smart, happy people working together you can produce something special.
About
Yext has been named a Best Place to Work by Fortune and Great Place to Work® as well as a Best Workplace for Women. Yext is headquartered in New York City with offices in Berlin, Chicago, Dallas, Geneva, London, Paris, Tyson's Corner, San Francisco, Shanghai, and Tokyo. Learn more about the Yext team and culture on the muse, our website, and our blog.
Yext is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, or Veteran status. 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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