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The ultimate source for official answers about a business online should be the business itself. However, when consumers ask questions on company websites, too often they are left in the dark with wrong answers. Yext (NYSE: YEXT), the Search Experience Cloud, solves this problem by organizing a business's facts so it can provide official answers to consumer questions wherever people search. Starting with the company website, then extending across search engines & voice assistants, businesses around the world, like Taco Bell, Marriott, & Jaguar Land Roveras well as organizations like the U.S. State Departmenttrust Yext to radically improve the search experience on their websites & across the entire search ecosystem.

We are looking for a Senior Manager, Client Success, Mid-Enterprise with a strong background in SaaS, MarTech, & driving phenomenal client outcomes. You will be responsible for managing a team of Client Success Managers focused on the retention, growth & success of Yexts Mid-Enterprise book-of-business. As a Senior Manager, you will be an effective teacher, mentor, & coach to your team of CSMs. You will have the ability to build strong relationships with both Clients & your Sales counterparts. You will collaborate closely with cross-functional teams including Sales, Support, Consulting, CS Ops, Product Management & Marketing to ensure that Client needs are being met & that the team is operating in both an efficient & effective manner. As a Senior Manager, you will utilize data-driven approaches to provide insights to Clients, helping them maximize their investment in Yext.

What Youll Do

  • Provide oversight & management to a team of 7-10 CSMs, including conducting regular 1:1s, team meetings, & ensuring relevant processes are being followed
  • Train & coach CSMs consistently in order to help them effectively build & manage strong client relationships
  • Mentor & motivate CSMs to foster a positive team culture
  • Personally build & develop strong relationships with Client executives & strong partnerships with Sales leadership
  • Deliver an iterative & accurate team forecast to senior leadership
  • Effectively assign & balance account assignments based on factors such as CSM level, account size / complexity, geography, & team capacity
  • Collaborate with CS leadership & define team best practices & process strategies
  • In collaboration with the Sales team, effectively negotiate & execute client renewals & upsells
  • Manage client escalations & develop effective mitigation plans
  • Provide timely performance feedback to team members & identify individual growth opportunities
  • Demonstrate a strong understanding of Yexts Products & Services along with industry trends & best practices
  • Drive planning sessions to ensure clients are able to fully leverage Yext to meet their performance & operational efficiency goals
  • Identify, develop, & implement effective enablement plans & strategies
  • Perform other duties as needed/assigned

What You Have

  • BA/BS degree or similar college level education
  • 4+ years of experience in Digital/Technology Customer Success
  • Previous Customer Success team leadership experience desired
  • Superior client service & relationship skills
  • Strong analytical & problem-solving skills
  • Experience in data analysis & Excel work
  • Leadership in developing world class client presentations/QBR leadership
  • Ability to thrive in a fast pace environment with tight deadlines
  • Good interpersonal skills to align & foster positive working relationships across the organization (internal & external)
  • Exceptional project management skills
  • Ability to develop & critically analyze a forecast
  • Excellent verbal & written communication skills
  • Highly motivated & flexible individual
  • Ability to travel
  • Die hard drive to make clients successful

Bonus Points

  • Blend of SaaS, consulting, search, technological and/or display experience

Yext is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or nonbinary or nonconformity and/or status as a trans individual), age, physical or mental disability, citizenship, 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 have a disability or special need that requires accommodation, please let us know.

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