Customer Onboarding Strategist, Mid-Market

Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to enable organizations to build trust, tell their stories and demonstrate the unique value of earned media. Muck Rack’s Public Relations Management (PRM) platform enables PR teams to work together to find the right journalists for their stories, send customized pitches, build meaningful relationships with the media, monitor news, and quantify their impact.

Founder controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its unparalleled culture and product from organizations like Inc., G2, and BuiltIn. We value resilience, transparency, ownership, & 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 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 4-5 calls with customers per day to provide detailed account walkthroughs and assist new customers in our mid-market segment with platform 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
• Project manage onboarding's to successful outcomes, accelerating Time to Value and early product adoption
• Develop a deep understanding of customers' business and operational objectives
• 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

How success will be measured in this role:

• Number of accounts onboarded per quarter
• Health (feature adoption) 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

Interview Overview

Below you'll find an outline of the interview plan for our Customer Onboarding Strategist role. 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.

• 30 min interview with a member of our Talent Team
• A 1 hour zoom interview with the hiring manager
• Virtual product walkthrough (max 1 hour)
• A final interview with several team members

Salary

The base salary for this role is $68,000, depending on skills and experience. Total compensation for this role consists of base salary and a quarterly bonus plan. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.

Individual compensation decisions are based on a number of factors, includi