Associate Analyst, Publisher Operations

Yext is the leading brand visibility platform, built for a world where discovery and engagement happen everywhere. As a Publisher Operations Associate Analyst, you will investigate, escalate, and resolve technical issues across a network of over 200 publishers, while collaborating with internal and external stakeholders to ensure client satisfaction.

Responsibilities

• Become a Publisher Specialist – Master Publisher concepts, workflows, and requirements; continuously learning to stay current in depth and breadth for a product that rapidly evolves both internally and externally
• Manage Publisher Escalation Paths – Investigate, escalate, and resolve a diverse range of difficult client issues across the Yext Publisher Network. Overseeing escalation paths, trends, and operational health
• Be a Client Advocate – Be a client-facing representative of Yext, guiding clients through challenging issues; ensuring professionalism, active listening and a clear understanding of the needs of our clients
• Become an expert in the Yext software and the Yext Publisher Network
• Be a client-facing and publisher-facing representative of Yext
• Liaise with Publishers to manage operational pipelines, drive issue resolution, and appropriately communicate work status to clients
• Work cross-functionally to deliver exceptional service, and ensure we are exceeding client expectations - every time!
• Manage and prioritize multiple inbound requests and drive to completion
• Adhere ticket management strategies and ensure adherence to the SLA
• Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (set KPIs)
• Follow complex processes and understand nuances in order to troubleshoot product and publisher issues
• Refer to and build out internal process documentation; outlining functionality and changes in publisher integrations
• Consolidate and deliver meaningful product feedback to internal stakeholders to drive product improvement
• Synchronize efforts with Engineering and Product teams to scope, test, and implement product features
• Maintain the Yext category taxonomy and handle all aspects of matching categories to new partner and publisher category lists
• Manage our outsourced team, including performing daily checks and providing support for escalated issues
• Use technical tools like SQL, Snowflake, and Scripts to proactively evaluate operational health, audit client accounts, and resolve issues at scale

Skills

• BA/BS degree or a similar college-level education
• Eagerness and flexibility to learn and contribute to the team
• Comfortability in working in a fast-paced environment with multiple priorities and responsibilities
• Ability to work quickly and independently with excellent time management and organizational skills required
• Detail-oriented mindset with the patience to work through complex issues
• Outstanding interpersonal skills; along with strong ability to communicate issues across departments and with external contacts while using relevant verbiage
• Proficiency in excel, with experience writing SQL queries
• Familiarity with APIs
• Basic experience writing scripts to iterate tasks or manipulate data a plus
• Proficiency in languages such as Spanish, French, and/or German is a plus

Benefits

• Medical, dental and vision benefits
• Life insurance
• Short term and long-term disability
• 401(k) retirement plan
• Vacation and sick leave
• Equity (stock) based compensation
• Variable pay programs based on performance relative to goals and targets

Company Overview

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