Date de publication 27.04.2023

Engagement Manager (Bilingual - English/French)

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 is seeking a highly-organized, motivated, and goal-oriented Delivery Manager to join our Services & Support organization.

As a The Delivery Manager you will have a dual purpose. Y ou will be responsible for working with internal sales, services and partner teams to strategise around new business opportunities for new and existing customers, and develop relationships with key customer stakeholders as a trusted advisor for Yext's services solutions, including Yext Expert Services, White Glove, Support, MDS & MRR. As well as aligning with our cross-functional Sales & Client Success pods, own a book of business and will be responsible for coordinating all Services delivered within this book of business. This role can leverage teams of Product Specialists, Project Managers, Designers and Engineers who will implement all Yext Products and perform key product enhancements, bug fixes, Knowledge Administration (both proactive and reactive) to assure that the clients' solutions are meeting all SLAs and individual SoWs (as applicable). Additionally, the Delivery Manager will play a role in supporting pre-sale efforts relating to their book of business and in coordination with our Solutions Engineers and Solutions Architects.

As an expert in Yext's value proposition and our services solutions, you will be responsible for the entire services sales support during pre-sale engagements, preparing service delivery proposals, scopes of work and project plans to ensure the successful deployment of Yext, preparing our customers for long term value realisation from their adoption of Yext's technology.

What You'll Do for Pre-Sales
  • Overall accountability for leading the scoping and proposal of new services business, growing existing accounts and securing new customers, for our Enterprise and SMB customers
  • Discover the requirements for Yext clients to propose complete integrated service delivery offerings that clearly fit into customer's business requirements to solve their current pain points
  • Develop proposals and respond to RFPs/RFIs positioning recommendations for Yext deployment strategies
  • Lead executive services-sales presentations of Yext services offerings, including at client locations
  • Document customer requirements, both technical and organisational, during the pre-sale cycle to inform a subsequent successful deployment of Yext
  • Write Statements of Work that include scope, effort estimates & timelines for the delivery of services that will help customers achieve stated business outcomes from their adoption of the Yext platform
  • Develop close plans, in collaboration with sales teams, for strategic opportunities and help drive opportunities to closure, including supporting negotiations with customer legal and procurement teams where required
  • Develop relationships with colleagues in success, services, product, sales and other delivery stakeholders to ensure solutions proposed are comprehensive and have sign-off from delivery owners
  • Develop relationships with key customers for growth and upside
  • Reporting to senior leadership on the future pipeline in order to facilitate faster staffing and accurate resource allocation in collaboration with the delivery manager
  • Assist in project management and escalation-resolution for key accounts
  • Is aware of and maintains strong performance against key business metrics including services attach rate, discount rate, and scope accuracy
  • Routinely review and update internal documentation related to your specific function as needed to reflect change in company process and product updates
  • Educate internal Yext stakeholders on Services offerings and process, and contribute to the enhancement of scoping accuracy
  • Review department product feedback and advocate for the appropriate product roadmap items based on customer needs, including both product and product marketing considerations
  • Partner with the Yext Recruiting team to assist in the hiring process for the Services department
  • Proactively identify opportunities and strategies to help services achieve its revenue, retention and customer satisfaction goals
  • Can independently lead negotiations around services terms and pricing with internal and external stakeholders, based on a clear understanding of Yext's business requirements, objectives and protocols
  • Identifies creative ways to solve customer challenges through Yext service, that results in successful project delivery and customer satisfaction
  • Proactively collaborates with the Yext ecosystem to drive services opportunities to closure

What You'll Do for Delivery
  • Oversees project management and delivery of services & support for clients within their book of business, ensuring delivery meets customer requirements on time and within budget
  • Monitor, assess and mitigate risks to team's portfolio of projects; identify issues and opportunities early on and coach team on how to address challenges
  • Assigns work and directs project team resources to ensure successful project outcomes
  • Create a strong trusting relationship with the clients
  • Provide industry specific direction for the group of clients for SEO, trends, features, etc.
  • Ensure that individual team members are optimized to meet their billability goals
  • Identify/project future resourcing requirements based on the backlog of client requirements
  • Assist the Client Product owners in developing client specific roadmaps
  • Work with the Client Product Owners to prioritize the work based on the existing backlog and the overall roadmap
  • Defining the custom scope for a client's solution
  • Responsible for an overview of client status reporting across books of business.
  • Acts as a critical escalation point when there are challenges pertaining to Services & Support within book of business
  • Ensures the standarization of all processes and documentation leveraged across book of business, works with other Delivery Managers and Functional Managers to drive consistency and alignment
  • Partners with Sales, Client Success and Support to ensure client satisfaction within their book of business

What You Have
  • BA/BS degree in any discipline or relevant experience
  • 6-8 years of experience in software Implementation, consulting, or similar client facing roles
  • 3-4 years managing client facing projects
  • 3-4 years experience working directly with clients
  • 1-2 years experience assisting in sales support
  • Strong client facing skills (presentation deck development, presentations)
  • Excellent project management (including prioritization and organization) skills
  • Excellent written and verbal communication skills
  • Basic proficiency in data analysis and manipulation with Excel
  • Outstanding and effective interpersonal skills; along with strong ability to communicate complex problems
  • Detail-oriented, organized, process-driven
  • Strong work ethic with the ability to work well under pressure in a dynamic environment
  • Ability to thrive in a cross-functional team environment
  • Takes pride in providing a high level of service and delivering consistent performance
  • Must be available for occasional travel (less than 10%)

Bonus Points
  • Basic understanding of relational databases and SQL is a plus


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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