Customer Advocate Manager

Summary

Join Yext's Customer Success team as a Customer Advocate Manager and lead an international team, mentoring and developing Customer Advocates. Collaborate with Customer Success Managers and Sales teams to support the Premier Success Services program. Maintain visibility of outreach campaigns, manage Customer Advocate operations, and drive key performance metrics. Provide coaching to ensure high-quality customer engagements and work cross-functionally to define engagement metrics. This role requires 3+ years of team leadership and project/program management experience, along with customer service/support management experience in B2B SaaS, assisting Enterprise customers. Familiarity with Salesforce.com, Calendly, Groove, and Zendesk is needed. The position requires working between 9:00 PM and 9:00 AM Manila Time.

Requirements

• 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
• Familiarity with Salesforce.com, Calendly, Groove and Zendesk
• Amenable to working between 9:00PM to 9:00AM Manila Time

Responsibilities

• 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
• Work cross-functionally with Customer Success, Support, and Sales to help resolve any issues/questions that arise from customer outreach activities