Services Admin Bilingual - EnglishFrench
Services Admin Bilingual - EnglishFrench
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Job Description
Yext (NYSE: YEXT) is the leading digital presence platform for multilocation brands with thousands of customers worldwide. With one central platform brands can seamlessly deliver consistent accurate and engaging experiences and meaningfully connect with customers anywhere in the digital world. Our AI and machine learning technology powers the knowledge behind every customer engagement which is only possible through our team of innovators and enthusiastic collaborators. Join us and experience firsthand why we are consistently recognized as a Best Place to Work globally by industry leaders such as Built In Fortune and Great Place To Work!
As a Services Admin on our Assistance team you will own a book of customers and be accountable for the successful delivery and impact of Assistance for them. You will be responsible for providing proactive platform configuration content management and platform optimization recommendations for your assigned book of enterprise customers. You will also be responsible for overseeing the entirety of their Assistance experience monitoring L1 and L2 requests serving as an escalation point for them and ultimately relaying back to the customer the impact of both the proactive work you did and the reactive work the larger team did.
As an extension of your customers teams you will be trusted to help manage their brands digital experiences powered by the Yext platform. Customers will look to you to ensure their use of Yexts products are actively managed and optimized in accordance with their key business strategies and processes. Partnership with your customers and your crossfunctional account teammates will be critical to your success.
We value individuals who are detailoriented excellent communicators creative problem solvers and are motivated by delighting and helping customers. Ideal candidates are reliable can learn and adapt quickly and enjoy contributing in a team environment while holding themselves to a high standard of individual performance.
What Youll Do
- Responsible for the successful administration of inplatform task for your assigned book of Enterprise customers; performing predominately proactive work as well as having governance of the overall Assistance experience for your customers
- Proactively recommend and execute on optimizations on your customers products including but not limited to Content Search Pages Listings Reviews and more
- Present your recommendations results of your and the impact of the other Assistance work done by the team to your customers regularly on meetings and strategic business reviews focused on value and impact
- Prioritize triage manage and monitor multiple inbound customer configuration or content management requests driving to timely completion
- Interpret customer and other stakeholder requests tailor your conversations according to their needs and effectively communicate these needs to other internal teams as necessary
- Analyze clean and transform customer content primarily in Excel providing quality assurance over the content loaded into the Yext Platform
- Create maintain and optimize process and workflow documentation for customers in accordance with customer needs and Yext internal best practices
- Partner closely with customers and your account teams alike to ensure we are exceeding customer expectations
- Contribute to internal resources and deliver meaningful product feedback to leadership and relevant teams
- Serve as a subject matter expert to customers as well as internal teams
What You Have
- FR/EN language required
- BA/BS degree or equivalent experience
- 3 years of operations technical support customer success or analyst experience
- Experience presenting valuedriven narratives and metrics in front of internal or external stakeholders
- Desire to delight customers with every interaction
- Experience with Zendesk or other help desk software
- Proficient in Excel; ability to audit analyze and manipulate large sets of relational data
- Project management skills to effectively manage and prioritize your proactive tasks over time
- Outstanding and effective interpersonal skills; along with strong ability to communicate complex issues across departments and with external contacts
- Detailoriented organized processdriven
- Ability to work quickly and accurately in a highvolume environment
- Autonomous selfmotivated worker with excellent time management skills
- Ability to thrive in a crossfunctional team environment
- Direct experience working in the Yext platform is a bonus including a mastery of Content Listings Reviews Pages Search and other features
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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 Yexts 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.
Employment Type
Full Time
