Revenue Specialist, Muck Rack
Customer Success Operations
$61-74k
+ Quarterly bonus plan
More information about location
Public Relations software
Job no longer available
Public Relations software
201-500 employees
Job no longer available
$61-74k
+ Quarterly bonus plan
More information about location
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- 2-4 years of professional experience in a B2B SaaS environment, with at least 2 years in an operations or project management role, preferably with experience in CS Ops and/or a CS Management position
- Strong understanding of customer success principles and practices
- Ability to work with data analysis tools
- Excellent communication and interpersonal skills
- Proficiency in Salesforce and other customer success tools
- Strong organizational skills with an emphasis on detail and process optimization
- A proactive approach to problem-solving and project management
- Team player with the ability to work independently
- Skilled in effectively handling and prioritizing multiple projects
- You’ll be a great fit for this role if you’re a pragmatic problem-solver and strong cross-functional collaborator
- You should be excited about data analysis and process optimization
What the job involves
- We’re looking for an intellectually curious and process-oriented Revenue Specialist, Customer Success Operations to join our team and make a big impact
- As a Revenue Specialist you will play a pivotal role in supporting our Customer Success teams to ensure exceptional service delivery
- You will be responsible for coordinating and optimizing operational processes, tools, and resources to enhance customer experience and drive effective service delivery
- The CS Ops team is ultimately responsible for tracking KPIs related to Customer Success that provide insights leading to proactive strategies
- For example, following customer health scores and historical trends, and if this metric shows that a specific customer segment is struggling with a product or feature, a member of the CS team can proactively reach out to help their customers, and ultimately prevent them from churning
- Monitor and report on key performance indicators (KPIs) related to Customer Success and operational efficiency
- Collaborate with cross-functional teams (e.g., Sales, Marketing, Product) to ensure alignment and cohesive customer experience
- Manage administrative tasks related to customer accounts, such as CRM/CSP cleanup, risk mitigation, and vendor management
- Ensure accuracy of data across customer accounts at all times, reaching out to owners as needed to adjust
- Identify opportunities for process improvements and co-lead initiatives to increase efficiency and effectiveness
- Utilize knowledge of Customer Success methodologies and tech stack tools to create automated solutions and streamline operational tasks for all of CS including Onboarding and Support as needed
- Oversee Customer Success dashboards and reports, ensuring the team has access to up-to-date insights on customer engagement and health metrics
- Regularly update and maintain standard operating procedures (SOPs) and documentation
- Ensure CS goals are being kept up-to-date in Salesforce, and regularly monitor for any issues
- Partner with GTM enablement to ensure new CSMs are properly onboarded for success in their role
- How success will be measured in this role:
- Retention
- Feedback from internal team members
Application process
- 30 min interview with a member of our Talent Team
- A 1 hour zoom interview with the hiring manager
- Skills assessment (2 hours max)
- Peer interviews with several team members
- Final call(s) with executive team member(s)
- Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision
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 companies 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 away market share from printed publications. As the landscape changes, Muck Rack has expanded its services to include a Public Relations Management platform.
It’s moves like this, as well as their shift to a “distributed” business (hybrid or remote), that have sparked renewed investor confidence in Muck Rack. Though the company has been bootstrapped since its founding, Muck Rack received its first outside funding of $180 million in 2022, underscoring the importance investors place on their platform.
With this substantial funding, the future is bright for Muck Rack, as it continues to roll out updates and new features to its platform. Digital content can go viral in a matter of hours, and the creators are not always journalists, meaning Muck Rack must remain agile and quick to respond.
Steph
Company Specialist at Welcome to the Jungle
Insights
31% employee growth in 12 months
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 HQ
Brickell, Miami, FL
Leadership
Gregory Galant
(Co-Founder & CEO)Currently CEO & Co-Founder of the Shorty Awards for social media. Previously CEO of RadioTail and Chairman of Halenet.
Lee Semel
(Co-Founder & CTO)Currently Co-Founder and Producer at the Shorty Awards. Previously Founder and CTO of Innofinity.
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