Customer Advocate Manager

Job Description

Yext is seeking a Customer Advocate Manager to join their Customer Support team. This role is part of the Hearsay team, now an integral part of Yext, focusing on client engagement products within the financial services sector. The Customer Advocate Manager will lead a team of Customer Advocates, driving end-user adoption through outreach and training programs.

Responsibilities:

• Lead, mentor, and develop an international team of Customer Advocates.
• Work closely with Customer Success Managers and sales teams.
• Maintain visibility of outreach campaigns and provide cross-functional updates.
• Manage Customer Advocate operations, processes, and systems.
• Drive Customer Advocate SLA’s and key performance metrics.
• Provide oversight and coaching for high-quality customer engagements.
• Define engagement metrics and track outcomes.

Requirements:

• 3+ years of experience leading teams.
• 3+ years of project/program management experience.
• Customer service/support management experience within B2B, SaaS, or assisting Enterprise customers.
• Strong English communication skills.
• Creative problem-solving skills.
• Interest in technology.
• Familiarity with Salesforce.com, Calendly, Groove, and Zendesk.
• Amenable to working between 9:00PM to 9:00AM Manila Time.

Yext offers:

• Opportunity to work with a leading digital presence platform.
• Chance to lead and develop an international team.
• Collaborative environment with Customer Success and Sales teams.