New

Senior Manager GTM Strategy & Operations, Customer Experience

New York, NY

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®!

The Senior Manager of GTM  Strategy & Operations, Customer Experience, will be a key leader in driving operational efficiency, strategic planning, and data-driven decision-making within the Support, Services and Customer Success teams. This role will focus on leveraging data and insights to optimize processes, systems, and tools, enabling the teams to deliver exceptional customer experiences, reduce time to resolution, and scale effectively as the company grows.  This role will be a key contributor to high visibility strategic initiatives, and act as a key member of the GTM Strategy leadership team.  It is a deeply collaborative and cross functional role, and is a critical piece of shaping our customer journey.

What You'll Do

  • Develop, enforce, and iterate on an Operating Cadence for the supported functions to ensure visibility and transparency into the internal rhythm and operational deliverables of the business, and aligned expectations across functional groups
  • Assess the effectiveness of existing forecasting processes, and create + implement new frameworks where necessary, while working with cross functional stakeholders to ensure process alignment (ex. Renewal forecasting responsibility between Sales and Customer Success)
  • Oversee the selection and optimization of tools, systems, and applications that are currently in the Yext tech stack, or are identified as necessary to support the requirements of the business  This will include significant collaboration with IT + BizApps in technical selection, implementation, and configuration design + execution
  • Work as a business partner to the Yext Insights and Business Intelligence teams to develop requirements on which KPIs are critical to support visibility into the business, and will produce meaningful actionable insights
  • Partner with CX leadership in formulating the strategic vision of each functional group, including organizational structure, coverage and engagement models, key business processes, and the post-sale customer journey
  • Improve and iterate on the process of customer sentiment management, including what data/feedback to capture and where, what insights to derive from data, and how to communicate to the business + operationalize

What You Have

  • 5+ years of general experience in strategy/operations roles (Strategic Planning, Corporate Strategy, Consulting, Sales Operations, etc).  SaaS based experience in a publicly traded company strongly preferred
  • Ability to work independently and in a fast paced environment with tight deadlines, with minimal supervision
  • Proficiency in commonly used sales tools (Salesforce, Clari, Zendesk, Tableau, etc), including basic admin and reporting
  • Experience in data analysis - deriving actionable insights from complex data sets
  • Moderate to advanced understanding of commercial principles (deal structuring, proposal management) and pricing & packaging
  • General understanding of finance and accounting principles preferred (GAAP, SOX, FASB/ASC 606, etc) 
  • Comfortable in project management, gathering and documenting business requirements, presenting findings to executive stakeholders of all levels

#LI-PV1

Pay ranges at Yext are established based on an analysis of salaries for positions with a similar level of accountability and impact in the relevant labor market. Salary levels are expected to change to reflect an employee’s job performance (results and impact) over time. Salaries at the time of hire are typically offered in the lower to middle of the above-referenced range in order to provide the opportunity to reflect performance-based increases over time. In addition to base salaries, employees at Yext are typically eligible for a comprehensive package of benefits including medical, dental and vision benefits; life insurance; short term and long-term disability; 401(k) retirement plan; and vacation and sick leave. Successful candidates may also be eligible for equity (stock) based compensation and/or variable pay programs based on performance relative to goals and targets.


Annual Base Pay Range

$155,000 - $233,000 USD

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.

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