Associate Publisher Operations Analyst

Responsibilities

• 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 a clear understanding of the needs of our clients
• 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 to troubleshoot product and publisher issues
• 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 to 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), and productivity (set KPIs)
• What You Have
• BA/BS degree or a similar college-level education
• Experience of 1-2 years in a customer-facing role.
• Proficiency in Spreadsheet Software, viz, Excel and Google Sheets, with experience writing SQL queries
• Comfortable 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 a 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

Benefits

Additional Information

Yext (NYSE: YEXT) is the enterprise agentic marketing platform. AI is changing how customers find brands, and Yext gives enterprises the infrastructure to compete: Scout analyzes 10 billion signals monthly across four AI models to surface where you're losing and why, the Knowledge Graph maintains the verified data AI cites, and content generation and distribution agents syndicate brand content across LLMs, listings, social platforms, and review sites in real time. Thousands of brands in financial services, healthcare, retail, hospitality, and food rely on Yext to win across AI and traditional search. Join us and experience firsthand why we are consistently recognized as a Best Place to Work globally by 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.

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