Senior Customer Success Manager Reseller (Bilingual EnglishGerman)

We are looking for a Sr. Customer Success Manager (CSM) for our Reseller team to drive adoption and maximize the value of the Yext platform with a strong commitment to learning and providing higher-level technical guidance. You will be responsible for partnering with customers understanding their priorities and pain points and ensuring that they realize value from their Yext investment. CSMs play an integral role in our business working closely with sales solution engineers product management and GTM teams.

What Youll Do

• Manage a portfolio of assigned customers with a focus on increasing adoption ensuring retention and growth and overall customer satisfaction
• Be a trusted Partner:
• Build and maintain strong relationships with Yext customers serving as their primary point of contact for all post-sales activities.
• Work with Yext Support Product Management Services and GTM teams to share customer feedback and act as an internal advocate for our customers
• Be an expert on the Yext platform and products
• Drive Adoption and Optimization:
• Partner with customers to develop and execute strategic success plans aligning Yext solutions with their business objectives and goals.
• Conduct regular reviews provide progress updates related to reactive issues and proactive customer initiatives and demonstrate the value of Yext products and services
• Recommend improvements to customers usage of the Yext platform.
• Deliver Industry Insights and Yext Product Expertise:
• Stay up to date with industry trends and best practices and share insights and recommendations with customers
• Share product roadmap with customers provide guidance on how new Yext features and offerings align with customers business objectives and help with achieving KPIs
• Advise on how new Yext offerings fit into customer environments and enhance their results.
• Lead workshops to help customers leverage the full value of Yext solutions.
• Identify Opportunities for Growth:
• Analyzing customer data to identify upsell & cross sell opportunities
• Collaborate with Sales and Solution Engineering to pursue growth opportunities
• Renewals & Risk Management:
• Demonstrate keen situational awareness adept at deciphering subtle cues and anticipating potential risks ahead of time taking preemptive measures to mitigate them effectively. Above and beyond attitude to restore and maintain positive sentiment.
• Collaborate with Sales on renewals strategy and plans leveraging customer analytics and metrics to maintain outlined retention goals
• Provide accurate renewals forecast
• Technical Guidance:
• Experience or knowledge around common platform integrations and how they are commonly configured troubleshot and optimized.
• Leverage an understanding of our Resellers environments and use cases to influence their ability to realize the value of their existing solutions provide guidance on new use cases and help to influence Yexts capabilities roadmap with the product teams.

What You Have

• BA/BS degree in Sales Business Marketing or Computer Science preferred
• A minimum of 5 years of experience in a customer-facing role (for example in BDR Customer Service/Support Sales or CSM) with a proven track record of managing enterprise-level customers and/or alliance/reseller partner.
• Knowledge of digital marketing technologies - social media marketing platforms digital experience platforms reputation management customer experience platforms marketing performance management
• Familiarity with web and development technologies such as HTML CSS JavaScript XML React Rest APIs and JSON.
• Know
• Familiarity with different listings networks such as Google Apple and Facebook and experience with marketing strategy for multi-location businesses
• Work experience in organic search/ local SEO within digital media preferred
• Strong ability to develop insights from performance data and present a value story to key stakeholders
• Experience with subscription GTM approaches for customer success management and renewals
• Proven ability to manage a book of business with high gross retention & predictability
• Customer-centric mindset - put the customers needs first actively seek feedback and continuously strive to improve the customers experience with the product or service.
• Strategic thinker with strong analytical and problem-solving skills the ability to anticipate customer needs and the ability to develop tailored solutions to meet them.
• Solid project management skills with the ability to manage multiple priorities and deadlines in a fast-paced environment.
• Familiarity with Challenger Sales Methodology is a huge plus.
• Strong negotiation influencing and closing skills
• Adaptability and flexibility mindset
• Outstanding interpersonal and communication skills with the ability to engage and influence customers and partners at all levels

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Yext is an equal opportunity employer committed to building a results-driven engaging culture where every employee has the opportunity to contribute to the success of the Company perform at the highest possible level and grow their skills and capabilities. Yext welcomes employees and applicants of all backgrounds and demographics and does not engage in discrimination on the basis of any protected characteristic recognized under applicable law. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. The Company believes a broad variety of life experiences across the Yext team is critical to its mission to help every business in the world be visible everywhere customers search. By seeking out fresh perspectives and fostering a positive interview experience and employee experience Yext can remain at the forefront of innovation and better serve its customers.

It is Yexts policy to provide reasonable accommodations to people with disabilities as required by applicable law. If you have a disability that requires an accommodation in completing this application interviewing or participating in the employee selection process please completethis form.

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