Enterprise Concierge Specialist - Customer Success

Socket.dev; New York (NY); On-site; USD 46,000 - 112,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) retirement plan

Vacation and sick leave

Training and onboarding program

Job summary

Yext is seeking a Specialist, Concierge Services to support our Enterprise product suite, including Knowledge Graph, Pages, and Listings. You will provide consultative, technical support and coaching to clients, with onboarding and ongoing training to empower users.

You will work cross-functionally with Client Success, Operations, Engineering, and Product teams to deliver 360-degree support and surface trends that improve the end-user experience.

Qualifications

• BA/BS degree or equivalent.
• Customer-facing experience in SAAS or services helpful.
• Strong written and verbal communication skills.
• Ability to translate technical concepts into clear customer guidance.
• Experience collaborating with cross-functional teams.

Responsibilities

• Advise clients on digital presence best practices.
• Toubleshoot platform inquiries via phone and email; manage queue to meet SLA.
• Provide 1:1 and group training sessions via calls and webinars.
• Create help articles and self-service resources for users.
• Communicate customer needs to Product and Engineering teams.
• Collaborate with Client Success, Operations, and other teams for 360-support.
• Document new features and client-specific workflows.
• Aim to exceed quarterly targets for QA, CSAT, and efficiency.

Skills

Interpersonal skills

Creative thinking

Analytical thinking

Communication skills

Leadership experience

Time management

Technical writing

Education

BA/BS degree or equivalent

Job description

Yext is seeking a Specialist, Concierge Services to support our Enterprise product suite, including Knowledge Graph, Pages, and Listings. You will provide consultative, technical support and coaching to clients, with onboarding and ongoing training to empower users.

You will work cross-functionally with Client Success, Operations, Engineering, and Product teams to deliver 360-degree support and surface trends that improve the end-user experience.