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®!
We’re excited to share that Yext has recently joined forces with Hearsay Systems, forming a unified organization that is stronger than ever. This strategic acquisition enhances our ability to deliver world-class solutions by combining industry-leading digital presence management with compliant engagement solutions across social media, text, and voice. As we begin this exciting new chapter together, we’re looking for passionate, driven individuals to help us integrate and continue to innovate in our shared mission.This role will be part of the Hearsay team, now an integral part of Yext.We are looking for a Customer Advocate Manager to join our Customer Success team.Hearsay Systems is the leading enterprise cloud company offering sophisticated client engagement products to companies within the financial services vertical.
Our tools provide financial firms & advisors digital marketing tools with automated workflows and advanced AI that allow them to more easily develop and foster personalized relationships with their existing clients and prospects at scale.As a key contributor on the Customer Advocate team, you will work closely with your direct reports to help drive end-user adoption through 1:1 outreach and training programs designed to increase field activity and best practice usage for end users of the Hearsay platform.Come join the team and help us modernize the advisor-client experience.In this role, you will work closely with your direct reports (Customer Advocates), the Customer Success Managers and Sales teams.
What You'll Do
- Lead, mentor, and develop an international team of Customer Advocates (who work directly with our end-users to provide 1:1 outreach for onboarding and training to drive end-user engagement of product features)
- Work closely with our Customer Success Managers and sales teams to scope and staff the team to support our Premier Success Services program and individual Customer Advocate services requests
- Maintain visibility of active and passive outreach campaigns across customer accounts and work cross-functionally with Customer Success Managers to provide updates and status.
- Work with internal stakeholders to manage Customer Advocate operations - maintain & improve existing processes and maintain associated systems to deliver on work.
- Drive Customer Advocate SLA’s and key performance metrics
- Manage overall Customer Advocate workload
- Provide oversight and coaching as needed to ensure high-quality customer engagements
- Work cross-functionally with Customer Success and sales to define engagement metrics for each project and track outcomes throughout the customer relationship's duration.
What You Have
- 3+ years of experience leading teams
- 3+ years of project/program management experience
- Customer service/support management experience within the B2B, SaaS, and/or assisting Enterprise customers of US Fortune 1000 companies.
- Effectively managed, mentored and coached direct reports
- Strong handle of spoken and written English to communicate effectively and clearly
- You’re a creative problem solver -- who can think strategically and empathetically on your feet-- and enjoy going above and beyond
- You have an interest in technology and have a genuine curiosity about how things work
- You enjoying growing and developing diverse teams
- Work cross-functionally with Customer Success, Support, and Sales to help resolve any issues/questions that arise from customer outreach activities.
- Familiarity with Salesforce.com, Calendly, Groove and Zendesk
- Amenable to working between 9:00PM to 9:00AM Manila Time
#LI-RK1#LI-RemoteYext 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.
