Manager of Customer Onboarding, Muck Rack
$79-100k
+ Quarterly Bonus Plan
Public Relations software
Job no longer available
Public Relations software
201-500 employees
Job no longer available
$79-100k
+ Quarterly Bonus Plan
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- 4-5+ years customer onboarding experience, with at least 1 year in a people management position at a B2B SaaS company
- Proven track record of leading and developing high-performing teams, with extensive experience in coaching, mentoring, and training team members
- Proficiency in Salesforce
- An ability to leverage data analytics to drive strategy, optimize processes, and make data-driven business decisions
- Demonstrated expertise in coaching, influencing, and motivating employees to achieve exceptional results, while fostering a high-performance culture
- Experience in effectively managing complex customer escalations and resolving challenging scenarios with a customer-centric approach
- Quick to adapt to new software and evolving business requirements
- Excellent verbal communication and strong writing skills with an emphasis on process documentation
- Self-starter with a strategic mindset, capable of autonomously managing teams and driving cross-functional initiatives within a rapidly changing environment
What the job involves
- We’re looking for a customer-centric, innovative, and collaborative Manager, Customer Onboarding to join our team and support our onboarding function as we continue to scale
- As a Manager, Customer Onboarding your mission will be to coach and develop a team of Onboarding Strategists to meet defined metrics as they lead our customers through the onboarding phase of their lifecycle
- You should be excited about helping people grow and setting the bar for how we onboard customers. You’ll be a great fit for this role if you enjoy bringing new ideas to the table and working cross-functionally to bring those ideas to life
- Lead and manage our growing onboarding team through various performance and talent management initiatives
- Provide regular feedback and guidance to support individual and team growth
- Strategically partner with leadership across the organization to define and implement successful onboarding programs that drive growth
- Set and drive onboarding pipeline targets to ensure consistent completion of onboarding projects across the team
- Develop frameworks and communication practices that build trusting relationships with our customers
- Enhance customer time to value by optimizing our tech stack, engagement strategies, and workflows
- Project manage new onboarding initiatives while collaborating with sales, product, customer support, CSMs, marketing, customer education, RevOps to ensure project completion
- Serve as the voice of our customers to deliver a best-in-class onboarding experience
- How success will be measured in this role:
- The success of each individual team member you’re managing
- Onboardings completed per quarter
- Improvement in gross and net retention
- Increase in usage and adoption metrics during onboarding
Application process
- 30 min interview with a member of our Talent Team
- A 1 hour zoom interview with the hiring manager
- Skills assessment (1 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 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.
Share this job
View 7 more jobs at Muck Rack