Senior Manager, 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 In fact, the majority of enterprise search is powered by outdated keyword technology that only scans for keywords and delivers a list of hyperlinks rather than actually answering questions.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 highly-organized, motivated, and goal-oriented Senior Manager, Consulting Services to join our Professional Services organization. As a Senior Manager, Consulting Services you will be responsible for regional leadership of one of our key lines of business within the overall Professional Services organization, Implementation or Managed Services. You will manage multiple teams of Technical Engagement Managers to ensure successful delivery for Yext Customers. In addition, you will be responsible for training, coaching and timely feedback for new managers and growth of senior members of the team. This position is a highly important part of the Customer Success and Consulting Services Leadership, given our focus on customer experience.
We value individuals who are fast learners, team contributors, strong communicators, and problem solvers. Ideal candidates have technology and management experience, can build strong relationships, and quickly learn the unique elements of our business.
What You’ll Do
- Manage team capacity, backlog and utilization to meet company targets and actively monitor and report on these metrics on a consistent cadence
- Manage team resources to ensure successful project outcomes and positive client experiences measured by CSAT, Usage 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
- Partner with sales, sales engineering and other presale teams to support correct deal structures for successful inclusion of Professional Services
- Report to senior leadership on key metrics including key project status, risk, and action plans
- Work with Product teams on solutions for critical customer feedback
- 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
- 6+ years of experience in Software Implementation, Consulting, or similar client facing roles
- 2+ 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. If you require a reasonable accommodation in completing this application, interviewing, or participating in the employee selection process, please complete this form.
