Specialist, Concierge Services

Role Overview: As a Specialist in Concierge Services at Yext, you will have the opportunity to work with the leading digital presence platform for multi-location brands. You will play a crucial role in providing personalized, consultative, and technical support to enterprise businesses, ensuring they achieve their digital strategy and goals. Your responsibilities will involve troubleshooting platform inquiries, providing training services, and collaborating with various teams to enhance the end-user experience. Key Responsibilities: - Establish yourself as a dependable and solution-oriented Yextpert, advising clients on digital presence best practices creatively and professionally. - Troubleshoot platform and client-specific inquiries via telephone and email support, maintaining adherence to SLA. - Provide consultative and training services through 1:1 and group advisory settings via phone calls, webinars, and virtual meetings. - Craft help articles and support materials to empower users to serve themselves effectively. - Tailor conversations according to customer needs and communicate effectively to exceed client expectations consistently. - Collaborate cross-functionally with Client Success, Operations, Engineering, and Product teams to deliver full 360-support and enhance the end-user experience. - Ideate, build, and scale new ways to enhance the value of White Glove Services for clients and internal operational efficiency. - Specialize in client and industry knowledge to become a Client/Industry Subject Matter Expert by participating in account meetings and documenting new features and client-specific processes. - Maintain focus on excellence by meeting or exceeding quarterly targets, including Quality Assurance, Customer Satisfaction, and productivity metrics. Qualifications Required: - BA/BS degree or similar college-level education. - Interest in pursuing a career in Customer Success within the SAAS space. - Customer-facing experience desired (retail, hospitality, online support, etc.). - Ability to think creatively, analyze complicated ideas, and understand abstract concepts. - Outstanding interpersonal skills and evidence of leadership or distinction in team or social activities. - Ability to work independently with excellent time management skills. - Excellent written and verbal communication skills adaptable to various audiences. - Strong computer skills and the ability to quickly adapt to new programs. - Ability to synthesize technical concepts into digestible information and effectively convey it to others. Additional Company Details: At Yext, we prioritize creating an engaged and connected working environment for our diverse workforce. Our mission is to transform the enterprise with AI search, and to achieve that, we seek innovators, thought leaders, and collaborators passionate about making a meaningful impact. We offer a range of benefits and perks, including performance-based compensation, comprehensive leave package, health & wellness offerings, and relocation benefits to ensure our employees are well-informed, fueled, and rested for optimal performance. (Note: The information provided in the JD is based on the details mentioned and may vary based on additional information not included in the provided text.),