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•Drives client adoption and success by providing personalized, consultative, and technical support for increased customer retention and expansion of the Yext footprint as a trusted advisor and coach to Enterprise clients. Clients include: iHeartMedia, The UPS Store, Morgan Stanley, Farmers Insurance, Team Mobile, CNO Financial Group | Bankers Life, Kia Motors, InterContinental Hotels Group, McDonalds, and Edward Jones•Implements an essential role by building strong working relationships with each client to drive renewals and upsells.•Collaborates with cross-functional teams including Sales and Marketing to accelerate usage and relay client needs.•Leads onboarding sessions, as key team member responsible for guiding and educating new clients, solving technical problems and ensuring seamless adoption of Yext software to manage client’s digital presence and information. •Managed Zendesk Triage for North American Support for six months, manually evaluating and directing support tickets, assigning hundreds of tickets per week, ensuring the tickets were routed in accordance with onboarding status.oResulted in backlog decrease from 3 weeks outside of SLA to within 95% SLA adherence •Guides and consults with Enterprise customers, supporting the field users and franchisees of our most strategic clients. •Mentors and supports new team hires in functions such as technical help, industry best practices and client preferences.oActed as Player-Coach, supervising the team in conducting team syncs and client facing calls with account managers; worked with management to ensure successful transition to new team structure.

•Interfaced with our entire Enterprise product suite including Pages, Reviews, Listings, Knowledge Assistant and more.•Consulted on complex enterprise businesses’ digital strategy and goals; provided personalized and technical support

•Conducted onboarding of new hires, ensuring team competency on all relevant systems and customer interaction platforms for highly successful, privately held, American clothing and accessory retailer. •Worked with senior management to create training manual used for the onboarding of new sales associates.•Managed a team of 20+ full time agents, ensuring agents knew current products and optimized customer experiences.•Oversaw team of 10 hires for the 2018 holiday season, responsible for answering customer emails and handling returns. •Supported the e-commerce fraud prevention team and training of agents in use of the relevant systems and reduced chargeback rate in Q1 2019 by 90% compared to the year prior•Built sales tracker and returns tracker in Excel using Pivot Tables to monitor agent productivity, and identify trends.

•Provided exemplary customer service across multiple platforms including phone, email, and live chat.•Created a training manual with management to codify the knowledge base needed for the customer support teams.• Monitored fraud detection program to review orders as well as cold calling customers to verify suspect orders.

•Consistently exceeded sales goals and demonstrated a history of above-and-beyond customer service.