Associate Analyst, Publisher Operations

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®!

As an Associate Publisher Operations Analyst, you will be responsible for investigating, escalating, and resolving technical issues across a network of over 200 publishers. We’re looking for someone with a can-do attitude, a strong attention to detail, a problem solving mindset, and a proven ability to learn quickly. In this role, you’ll work directly with clients and publishers, and collaborate with a variety of teams across the company, putting your ability to appropriately present information for various audiences to the test. This role is fully on-site in our Hyderabad, India office.

What You’ll Do: 

Become a Listings Specialist –  Master core Yext concepts and continuously learn to stay current in both depth and breadth for a product that rapidly evolves both internally and externally

Act as a First Responder in Publisher Support – Investigate, escalate, and resolve a diverse range of client issues across the Yext Publisher Network.

Be a Client Advocate – Be a client-facing representative of Yext, guiding clients through challenging issues; ensuring professionalism, active listening and an clear understanding of the needs of our clients

More Specifically: 

• Become an expert in the Yext software and the Yext Publisher Network 
• Be a client-facing representative of Yext 
• Troubleshoot reported product and publisher issues to diagnose and provide accurate, and complete information to our customers
• Liaise with Publishers to drive resolution and communicate work status to clients
• Work cross-functionally to deliver exceptional service, and ensure we are exceeding client expectations - every time!
• Follow complex processes and understand nuances 
• Refer to and help build out internal process documentation 
• Contribute to internal resources and deliver meaningful product feedback to leadership and relevant teams
• 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)

What You Have

• BA/BS degree or a similar college-level education
• 0-1 years experience
• Proficiency in excel, with experience writing SQL queries
• 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
• Eagerness and flexibility to learn and contribute to the team
• Preferred: Familiarity with APIs
• Preferred: Basic experience writing scripts to iterate tasks or manipulate data a plus
• Preferred: Proficiency in languages such as Spanish, French, and/or German is a plus 

Why you’ll love it here

• PubOps is a truly collaborative team: While you will be individually responsible for servicing an array of client escalations, the team will be there every step of the way.
• Positive culture is a key indicator of success: We work hard to deliver quality work but are also dedicated to building a strong team culture
• Ownership and responsibility: At each level of the career journey, your ever-growing expertise and hard work will have a direct impact on client experience and the success of Yext products.

Perks and Benefits

At Yext, we take pride in our diverse workforce and prioritize creating an engaged and connected working environment. Our ambitious mission is to transform the enterprise with AI search, and we know that to achieve that, we need a global team of innovators, visionary thought leaders, and enthusiastic collaborators passionate about making a meaningful impact in the world and contributing to an extraordinary culture.

We believe that people do their best when they feel their best — and to feel their best, they must be well-informed, fuelled, and rested. To ensure our employees are at their best, we offer a wide range of benefits and perks, including:

• Performance-Based Compensation: We offer an attractive bonus structure and stock options for eligible positions.
• Comprehensive Leave Package: Our leave package includes Paid Time Off (PTO), Parental Leave, Sick Leave, Casual Leave, Bereavement Leave, National Holidays, and Floating Holidays to ensure a healthy work-life balance.
• Health & Wellness Offerings: We provide medical insurance with 7L coverage, including enhanced parental and outpatient department (OPD) coverage for you, your spouse, two dependent children, and two parents (as applicable and subject to eligibility requirements).
• Relocation Benefits: We offer relocation assistance and an allowance to eligible candidates to help ease your transition.
• World-Class Office & Building Amenities: Our office has a top-notch infrastructure, including gaming rooms, a plush pantry, and breakout areas.

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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.