Customer Success Technical Architect

Job Description

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, emotional intelligence, 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.

• Technical advocate for the customer within Yext, acting as their voice and coordinating efforts across Account team, Product, Services, and Support teams to drive customer success.
• Address customer issues alongside Yext Support Engineers when vital.
• Apply 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 with the product teams.
• 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 improve their results.
• Lead workshops to help customers experience the full value of Yext solutions.
• Offer architectural guidance on integration with other systems and technologies.
• Collaborate with the pre-sales team to see opportunities for additional engagements.
• Develop and present periodic customer reviews to Yext senior management.

• 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.
• Understanding of Search Engine Optimization techniques and best practices.
• 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.
• Excellent communication skills, both verbal and written.
• Ability to work independently and balance multiple priorities and projects.
• Ability to travel up to 25% of the time (when safe).

#LI-AE1

The base salary at the time of hire for this position is expected to be between $104,400-$213,500. 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, and successful candidates may also be eligible for equity (stock) based compensation and/or variable pay programs based on performance relative to goals and targets.

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 .