Customer Onboarding Strategist, Muck Rack
Mid-Market
$68k
+ Quarterly bonus plan
Public Relations software
Open for applications
Public Relations software
201-500 employees
Open for applications
$68k
+ Quarterly bonus plan
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- 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
What the job involves
- Become a Muck Rack product expert
- Establish strong relationships with new customer stakeholders and deepen relationships with existing customer stakeholders
- Conduct 5-6 customer calls daily to provide detailed account walkthroughs, communicate setup requirements, educate on Muck
- Rack's capabilities, and document implementation details in Salesforce
- Ensure all customers complete the required technical setup efficiently and in a timely manner
- Leverage feedback for continuous improvement to the onboarding process to enhance efficiency and customer experience
- Develop a deep understanding of customers' business and operational objectives
- Project manage onboardings to successful outcomes, accelerating Time to Value and retention
- 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
- Customer Health Score of new accounts after 90 days
Application process
- 30 min interview with a member of our Talent Team
- A 1 hour zoom interview with the hiring manager
- Take-home skills assessment (2 hours max)
- Peer interviews with several team members
- Final call(s) with executive team member(s)
Our take
Muck Rack was founded in 2009 as a platform for businesses to connect with journalists. As of 2022, tens of thousands of journalists have profiles on Muck Rack that are available for businesses such as Google, Pfizer, and Duolingo to browse and employ writers from.
The nature of journalism has evolved since Muck Rack’s founding, with social media and digital outlets taking demand away from printed publications. As the landscape changes, Muck Rack has expanded their services to include a Public Relations Management platform.
It’s moves like this, as well as their shift into being a “distributed” business (hybrid or remote) that has ignited a renewed confidence in Muck Rack from investors. Though the company has been bootstrapped since its founding, Muck Rack received its first outside funding to the sum of $180 million in 2022, exemplifying how important investors deem their platform to be.
With its substantial funding, the future is bright for Muck Rack, though they will have to think carefully about how to advance the platform. Digital content can go viral in a matter of hours, and the creators are not always journalists.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Fully distributed - Much Rack are committed to a permanent, fully remote environment, core to the way they do business.
- Geo-neutral compensation - Much Rack believe in equitable pay regardless of where you live.
- Time off - 4+ weeks off-the-grid vacation, sick and mental health days, and company holidays.
- Insurance - Health, vision, and dental coverage paid at 100% for individuals
- Retirement planning - MUck Rack contribute 3% of your annual salary to your 401k automatically.
- Paid parental leave - 8 weeks fully paid bonding for all parents + up to 8 weeks fully paid recovery from childbirth.
- Full WFH set up - Including monthly phone/internet reimbursement and coworking stipend.
- Learning & development - Take advantage of unlimited access to learning platforms and regular training opportunities.
- No meeting Fridays - Take control of your calendar, and make time for reflection and deep-focus tasks
Company values
- Customer devotion - Muck Rack go the extra mile for their customers — journalists and PR professionals around the world.
- Resilience - Muck Rack don’t shy away from big challenges. They keep pursuing their goals until they achieve them.
- Ownership - Muck Racks employees all act as the CEOs of their projects and their responsibilities, taking ownership for their actions and results.
- Transparency - Muck Rack believes that sharing actionable, timely and honest information with employees and customers is essential.
Company HQ
Brickell, Miami, FL
Articles
Leadership
Gregory Galant
(CEO)Currently CEO & Co-Founder of the Shorty Awards for social media. Previously CEO of RadioTail and Chairman of Halenet.
Lee Semel
(CTO)Currently Co-Founder and Producer at the Shorty Awards. Previously Founder and CTO of Innofinity.
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