Services Admin (Bilingual - English/French)

Yext; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Services Admin to join their Assistance team. In this role, you'll manage a portfolio of enterprise customers, ensuring their digital experiences are optimized and aligned with their business strategies. You'll proactively recommend platform configurations and oversee customer interactions, driving value through effective communication and detailed analysis. This role is perfect for detail-oriented individuals who thrive in collaborative environments and are passionate about customer success. Join a company recognized for its inclusive culture and commitment to employee growth and satisfaction.

Qualifications

• 3+ years in operations, technical support, or customer success.
• Proficient in Excel for data analysis and manipulation.
• Experience with help desk software like Zendesk.

Responsibilities

• Manage and optimize the Assistance experience for enterprise customers.
• Recommend and execute product optimizations for customer success.
• Communicate and present results and recommendations to clients.

Skills

Detail-oriented

Excellent communication

Creative problem solving

Customer success

Project management

Interpersonal skills

Education

BA/BS degree or equivalent experience

Tools

Zendesk

Excel

Job description

Yext (NYSE: YEXT) is the leading digital presence platform for multi-location 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 Yext's products are actively managed and optimized in accordance with their key business strategies and processes. Partnership with your customers and your cross-functional account teammates will be critical to your success.

We value individuals who are detail-oriented, 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 You’ll Do

1. Responsible for the successful administration of in-platform task execution for your assigned book of Enterprise customers; performing predominately proactive work as well as having governance of the overall Assistance experience for your customers.
2. Proactively recommend and execute on optimizations on your customers' products including but not limited to Content, Search, Pages, Listings, Reviews, and more.
3. Present your recommendations, results of your execution, 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.
4. Prioritize, triage, manage, and monitor multiple inbound customer configuration or content management requests, driving to timely completion.
5. Interpret customer and other stakeholder requests, tailor your conversations according to their needs, and effectively communicate these needs to other internal teams as necessary.
6. Analyze, clean, and transform customer content, primarily in Excel, providing quality assurance over the content loaded into the Yext Platform.
7. Create, maintain and optimize process and workflow documentation for customers in accordance with customer needs and Yext internal best practices.
8. Partner closely with customers and your account teams alike to ensure we are exceeding customer expectations.
9. Contribute to internal resources and deliver meaningful product feedback to leadership and relevant teams.
10. Serve as a subject matter expert to customers as well as internal teams.

What You Have

1. FR/EN language required.
2. BA/BS degree or equivalent experience.
3. 3+ years of operations, technical support, customer success, or analyst experience.
4. Experience presenting value-driven narratives and metrics in front of internal or external stakeholders.
5. Desire to delight customers with every interaction.
6. Experience with Zendesk or other help desk software.
7. Proficient in Excel; ability to audit, analyze, and manipulate large sets of relational data.
8. Project management skills to effectively manage and prioritize your proactive tasks over time.
9. Outstanding and effective interpersonal skills; along with strong ability to communicate complex issues across departments and with external contacts.
10. Detail-oriented, organized, process-driven.
11. Ability to work quickly and accurately in a high-volume environment.
12. Autonomous, self-motivated worker with excellent time management skills.
13. Ability to thrive in a cross-functional team environment.
14. Direct experience working in the Yext platform is a bonus, including a mastery of Content, Listings, Reviews, Pages, Search, and other features.

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 Yext's 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.