Overview

Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to make PR pros more successful by providing them with technology to find journalists to pitch, monitor media, quantify their impact and work more efficiently with their teams.

Self-funded, globally distributed, and growing quickly, Crain’s named Muck Rack one of the best places to work in 2019, 2020, and 2021! We value resilience, transparency, ownership, and customer devotion and infuse these values into everything we do.

We’re growing quickly, and we’re looking for a proactive, empathetic, and eager Customer Onboarding Strategist to join our team and make a big impact.

Customer churn starts during onboarding. As a Customer Onboarding Strategist, your mission will be to set up mid-market and small business customers for immediate success by facilitating the implementation process. You should be excited about educating new customers and ensuring a smooth adoption of our products and services. You will be responsible for rapidly understanding each customer’s business and communications requirements and driving them to realize a fast time-to-value from their investment in Muck Rack as efficiently as possible. You’ll be a great fit for this role if you enjoy taking ownership and see yourself as a collaborator working with customers to deliver great results.

What you’ll do:

  • Become a Muck Rack product expert
  • Deliver 5-6 calls with customers per day to provide detailed account walkthroughs and assist many new customers in our mid-market and small business segments with implementation
    • Clearly communicate account setup requirements and expectations with customers and key stakeholders
    • Educate customers on Muck Rack’s capabilities and best practices to simplify adoption
    • Record customer implementation needs, requests, and questions in HubSpot
  • Ensure all customers complete the required technical setup efficiently and in a timely manner
  • Leverage feedback for continuous improvement to the onboarding process
    • Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding
  • Develop a deep understanding of customers’ business and operational objectives
  • Listen carefully to information provided by customers and ask clarifying questions to ensure proper use of Muck Rack
  • Establish strong relationships with new customer stakeholders and deepen relationships with existing customer stakeholders
  • Project manage onboardings to successful outcomes, accelerating Time to Value and retaining customers
  • Help drive early adoption, setting KPIs and success metrics for ROI

How success will be measured in this role:

Number of accounts onboarded per quarter

  • Health (SuccessScore) of new accounts after 90 days

If the details below describe you, you could be a great fit for this role:

  • 2+ years professional experience, with at least 1 year of related SaaS experience in customer onboarding, customer success management, project management, or coaching roles
  • An ability to manage project scope and delivery timelines across multiple projects simultaneously, with experience working in a deadline-driven environment
  • Proficiency in Boolean search language or has the ability to learn to use Boolean search operators (AND, OR, NOT, etc.)
  • Can communicate about and advise on technical concepts
  • Comfort with a variety of tools including a CRM (preferably HubSpot)
  • An ability to adapt quickly to new software and constantly changing business requirements
  • A passion for helping customers and a dedication to providing a best-in-class service experience
  • An ability to use data to analyze results and make data-driven decisions
  • Strong written and verbal communication skills and the ability to build meaningful relationships quickly

Benefits of Working at Muck Rack

  • Fully distributed team, with work-from-home benefits and monthly co-working stipend
  • Competitive salaries and company-wide bonus plan
  • Generous off-the-grid PTO, including paid parental leave, paid sick/mental health days, learning days, summer Fridays, and more
  • Health, dental and vision insurance (100% paid by employer for individuals; 70% paid by employer for families)
  • 401(k) plan with employer contributions
  • Access to OneMedical, 24/7 Virtual Care, an Employee Assistance Program, and a Flexible Spending Account
  • Discounted gym & bike memberships and free Headspace account
  • Unlimited subscription to Learning & Development platforms
  • Virtual & in-person team bonding opportunities including free lunches, activities, & events
  • Inclusive culture that listens to and welcomes diverse perspectives
  • Self funded means we have the freedom to build forward-thinking products and put our customers first

We deliberately encourage individuals from all backgrounds, including race, gender identity, sexual orientation, disability status, and from all parts of the United States and Canada to apply for positions. We are an equal opportunity employer and we’re committed to a fair and consistent interview process and employer experience.

NOTE: Today, we can not hire employees in Arkansas, California, Colorado, Kansas, Kentucky, Louisiana, Mississippi, Montana, Nebraska, Nevada, New Mexico, North Dakota, South Carolina, Wisconsin, or Wyoming.
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