Yext (NYSE: YEXT) helps organizations build digital experiences across any channel on our open and composable platform. The Yext Digital Experience Platform collects and organizes content to deliver AI-led experiences for any organization’s customers, employees, or partners. For more than 15 years, thousands of companies worldwide have trusted Yext to create seamless customer experiences at scale across search engines, websites, mobile apps, and hundreds of other digital touchpoints. Learn more at yext.com.

The role of Customer Success Technical Architect (CSTA) at Yext is a post-sales position dedicated to the technical aspects of Yext's Digital Experience Platform. This includes integrations, configuration, troubleshooting, and optimization to ensure customers fully realize the value of the Yext platform. As a CSTA, you will offer architectural guidance, conduct product demonstrations, and provide training to customers. This position is customer-centric, aiming for high customer satisfaction through active listening, empathy, solution design, effective communication, and follow-through. The CSTA requires a robust technical background and the ability to communicate seamlessly with both customers and internal teams. Collaborating closely with a Customer Success Manager (CSM), you will contribute to overall customer success.

What You'll Do

• Advocate for the customer within Yext, acting as their voice and coordinating efforts across Sales, Product, Services, Support, and Training teams to drive customer success.
• Develop and present periodic customer reviews to Yext senior management.
• Address customer issues alongside Yext Support Engineers when necessary.
• Utilize knowledge of customers' environments to assist Support Engineers and Professional Services teams in better serving customers.
• Leverage understanding of customers' environments and use cases to influence Yext's capabilities roadmap.
• Conduct analysis and present periodic reviews of operational performance to customer leadership.
• Provide detailed reviews of service disruptions, key metrics, and initiative progress.
• Recommend improvements to customers' usage of the Yext platform.
• Advise on how new Yext offerings fit into customer environments and enhance their results.
• Assist in workshops to help customers leverage the full value of Yext solutions.
• Offer architectural guidance on integration with other systems and technologies.
• Collaborate with the pre-sales team to identify opportunities for additional engagements.

What You Have

• Bachelor’s degree in Computer Science or related field, or equivalent work experience.
• 5+ years of experience in a customer-facing technical role, such as Technical Account Manager, Solutions Architect, Solutions Engineer, Customer Success Manager, or Professional Services Consultant.
• Experience in the Digital Marketing space, including CMS, CDP, Social, and presence management.
• Proficiency in web technologies such as HTML, CSS, JavaScript, XML.
• Familiarity with development technologies like React, Rest APIs, JSON.
• Experience with cloud platforms such as AWS, Azure, GCP.
• Knowledge of search technologies such as Elasticsearch, Solr, Lucene, Algolia.
• Familiarity with CMS such as WordPress, Drupal, Sitecore, Adobe AEM.
• Proficiency in data analysis and reporting tools, such as SQL, Tableau, Power BI.
• Understanding of Search Engine Optimization techniques and best practices.
• Excellent communication skills, both verbal and written.
• Ability to work independently and manage multiple priorities and projects.
• Ability to travel up to 25% of the time (when safe).

Additional Information

A Customer Success Manager (CSM) focuses on building strong customer relationships and monitoring their experience with a product and services through the execution of a Customer Success Plan. While a CSM may possess some technical skills, their primary focus is on maintaining frequent touchpoints with customers, tracking initiative progress, and facilitating solutions through the CSTA and other internal technical roles. The main difference between a CSM and a CSTA lies in the level of technical expertise and involvement required for each role.

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Yext 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.