Specialist, Concierge Services

Responsibilities

• Advise enterprise clients on digital presence best practices across Yext’s product suite.
• Troubleshoot platform and client-specific inquiries by phone and email while managing inbound queues to meet service-level agreements (SLAs).
• Provide one-to-one and group consulting and training through calls, webinars, and virtual meetings.
• Create help articles and support materials that enable customer self-service.
• Interpret customer needs, tailor communications, and convey requirements to internal teams.
• Collaborate with Client Success, Operations, Engineering, and Product teams to provide comprehensive support and identify experience-enhancing trends.
• Develop and scale approaches that improve the value and operational efficiency of Concierge Services.
• Build client and industry expertise, participate in account meetings, and document features and client-specific processes.
• Meet or exceed quarterly quality assurance, customer satisfaction, productivity, and average handle time targets.

Requirements

• BA/BS degree or equivalent college-level education.
• Interest in pursuing a Customer Success career in the SaaS industry.
• Customer-facing experience, such as retail, hospitality, or online support.
• Creative thinking and the ability to analyze complex and abstract concepts.
• Strong interpersonal, written, and verbal communication skills.
• Ability to work independently and efficiently with strong time management.
• Strong computer and typing skills, with the ability to learn new programs quickly.
• Ability to translate technical concepts into clear, accessible information.
• Availability to work 40 hours per week, overtime as needed, and non-standard schedules or hours.