Publisher Operations Analyst

As a Publisher Operations Analyst, you will be responsible for investigating, escalating, and resolving technical issues across a network of over 200 publishers (Google, Apple, Facebook, Bing, Yelp, etc). 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 internal stakeholders (Support, Client Success, Operations, Product, and Engineering) as well as external stakeholders (Clients and Publishers). This diverse collaboration will put your ability to appropriately present information for various audiences to the test.

What You’ll Do: 

Become a Publisher Specialist –  Master Publisher concepts, workflows, and requirements; continuously learning to stay current in depth and breadth for a product that rapidly evolves both internally and externally

Manage Publisher Escalation Paths – Investigate, escalate, and resolve a diverse range of difficult client issues across the Yext Publisher Network. Overseeing escalation paths, trends, and operational health

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

More Specifically: 

• Become an expert in the Yext software and the Yext Publisher Network 
• Be a client-facing and publisher-facing representative of Yext 
• Liaise with Publishers to manage operational pipelines, drive issue resolution, and appropriately communicate work status to clients
• Work cross-functionally to deliver exceptional service, and ensure we are exceeding client expectations - every time!
• 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)
• Follow complex processes and understand nuances in order to troubleshoot product and publisher issues
• Refer to and build out internal process documentation; outlining functionality and changes in publisher integrations
• Consolidate and deliver meaningful product feedback to internal stakeholders to drive product improvement
• Synchronize efforts with Engineering and Product teams to scope, test, and implement product features 
• Maintain the Yext category taxonomy and handle all aspects of matching categories to new partner and publisher category lists
• Manage our outsourced team, including performing daily checks and providing support for escalated issues
• Use technical tools like SQL, Snowflake, and Scripts to proactively evaluate operational health, audit client accounts, and resolve issues at scale 

What You Have

• BA/BS degree or a similar college-level education
• Eagerness and flexibility to learn and contribute to the team
• 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
• Proficiency in excel, with experience writing SQL queries
• 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.

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