Senior Customer Success Manager - Reseller; Bilingual - English​/German

London, UK

Yext (NYSE: YEXT) is the leading brand visibility platform, built for a world where discovery and engagement happen everywhere - across AI search, traditional search, social media, websites, and direct communications. Powered by over 2 billion trusted data points and a suite of integrated products, Yext provides brands the clarity, control, and confidence to perform across digital channels. From real-time insights to AI-driven recommendations and execution at scale, Yext turns a brand's digital presence into a competitive advantage, 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 !

• Manage a portfolio of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
• Be a trusted Partner:
• Build and maintain strong relationships with Yext customers, serving as their primary point of contact for all post-sales activities.
• Work with Yext Support, Product Management, Services, and GTM teams to share customer feedback and act as an internal advocate for our customers
• Be an expert on the Yext platform and products
• Drive Adoption and Optimization:
• Partner with customers to develop and execute strategic success plans, aligning Yext solutions with their business objectives and goals.
• Conduct regular reviews, provide progress updates related to reactive issues and proactive customer initiatives, and demonstrate the value of Yext products and services
• Recommend improvements to customers' usage of the Yext platform.
• Deliver Industry Insights and Yext Product Expertise:
• Stay up to date with industry trends and best practices and share insights and recommendations with customers
• Share product roadmap with customers, provide guidance on how new Yext features and offerings align with customer's business objectives and help with achieving KPIs
• Advise on how new Yext offerings fit into customer environments and enhance their results.
• Lead workshops to help customers leverage the full value of Yext solutions.
• Identify Opportunities for Growth:
• Analyzing customer data to identify upsell & cross sell opportunities
• Collaborate with Sales and Solution Engineering to pursue growth opportunities
• Renewals &
  
  Risk Management:
• Demonstrate keen situational awareness, adept at deciphering subtle cues and anticipating potential risks ahead of time, taking preemptive measures to mitigate them effectively. Above and beyond attitude to restore and maintain positive sentiment.
• Collaborate with Sales on renewals strategy and plans, leveraging customer analytics and metrics to maintain outlined retention goals
• Provide accurate renewals forecast
• Technical Guidance:
• Experience or knowledge around common platform integrations and how they are commonly configured, troubleshot, and optimized.
• Leverage an understanding of our Resellers' environments and use cases to influence their ability to realize the value of their existing solutions, provide guidance on new use cases, and help to influence Yext's capabilities roadmap with the product teams.

• BA/BS degree in Sales, Business, Marketing, or Computer Science preferred
• A minimum of 5+ years of experience in a customer-facing role (for example, in BDR, Customer Service/Support, Sales, or CSM) with a proven track record of managing enterprise-level customers and/or alliance/reseller partner.
• Knowledge of digital marketing technologies - social media marketing platforms, digital experience platforms, reputation management, customer experience platforms, marketing performance management
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• Familiarity with different listings networks such as Google, Apple, and Facebook and experience with marketing strategy for multi-location businesses
• Work experience in organic search/ local SEO within digital media preferred
• Strong ability to develop insights from performance data and present a value story to key stakeholders
• Experience with subscription GTM…