Customer Success Coordinator

In 2024 Yext acquired Hearsay Systems bringing together two industry leaders to form one unified organization. By combining Yexts brand visibility expertise with Hearsays best-in-class compliant engagement solutions were delivering even greater value to our customers. Our integrated approach unlocks a deeper set of data insights and recommendations empowering brands to convert prospects into customers faster and more effectively.

Were looking for a Customer Success Coordinator to support our Customer Success and Sales team in delivering a consistent and high-quality experience for our clients. This role plays a critical part in helping account teams stay ahead of client needs manage escalations and prepare for key customer touchpoints. Youll handle a range of coordination tasks data management and reporting needs to support both proactive and ad hoc client engagement.

This position is part of a growing Customer Success model designed to support our mid-market client segment. Youll work closely with Success Managers Account Executives and cross-functional partners to keep accounts organized healthy and informed.

What Youll Do

• Support sales with building BR presentations including analytics and optimization recommendations
• Track and flag customer support issues and enhancement requests ensuring account teams are informed and follow-ups happen
  
• Monitor customer health scores and data in Salesforce including notes updates and activity tracking to flag risks early and support platform adoption and customer success.
• Run data analysis projects and generate customer usage reports as needed
• Make updates in our internal platform to reflect customer requests or system changes
• Manage inbound requests for customer reports data exports and performance summaries
• Coordinate outbound communications to customers such as release notes webinar invites and other product-related updates
• Become an expert in our platform with the ability to learn new features quickly troubleshoot issues and explain how the product works in a way that customers can easily understand
• Take on project-based assignments to support strategic customer initiatives or internal process improvements
• Adding - Conduct routine health checks (e.g. listings sync) and alert customers as needed.
• Manage contact records
• Deliver platform trainings and product demonstrations

What You Have

• 12 years of experience in account coordination customer success support or operations
• Strong communication skills and comfort collaborating across teams
• Ability to juggle multiple priorities stay organized and follow through without needing a lot of oversight
• Willingness to learn technical systems and take initiative in understanding how the product works end-to-end
• Ability to troubleshoot common platform issues and explain technical concepts to non-technical users clearly and confidently
• Detail-oriented especially when handling data or client-facing materials
• Proficient in tools like Google Suite PowerPoint Excel; experience with Salesforce JIRA and Zendesk is a plus
• Comfortable working during U.S. business hours
• Professional fluency in written and spoken English; able to communicate clearly and confidently with U.S.-based teams and clients
• Comfortable presenting to customers over Zoom including walking through reports platform functionality or troubleshooting steps

Youll Succeed in This Role If You

• Take initiative to solve problems and remove blockers for the team
• Work with sense of urgency and care especially when dealing with customer-facing tasks
• Are curious and eager to grow in a customer success or client-facing role
• Enjoy digging into technical details and helping others understand them
• Understand how to balance structure and flexibility in a fast-paced environment
  
  

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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.

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