Customer Onboarding Strategist

Summary

Join Muck Rack, a leading SaaS platform for PR professionals, as a Customer Onboarding Strategist. Your mission is to ensure new mid-market and small business customers achieve immediate success by facilitating a smooth implementation process. You will conduct customer calls, provide detailed account walkthroughs, educate on Muck Rack's capabilities, and document implementation details. Leverage feedback to improve the onboarding process and develop a deep understanding of customer business objectives. Success will be measured by the number of accounts onboarded and customer health scores. This role requires 2+ years of professional experience, including SaaS experience in a relevant field. Muck Rack offers competitive compensation, remote work, comprehensive benefits, and professional development opportunities.

Requirements

• 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 Salesforce)
• 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

Responsibilities

• 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

Benefits

• Remote Work, Forever
• Fully distributed team with a permanent remote setup
• Home office stipend, phone and internet reimbursement, coworking membership
• Virtual and in-person team bonding (lunches, events, competitions)
• Competitive geo-neutral pay in the U.S
• Annual reviews to ensure equity and market alignment
• Standardized bonus or commission structure
• 401(k) with employer contributions
• Equity opportunities
• Comprehensive medical, dental, vision, disability, and life insurance for employees and dependents
• 100% premium coverage for individuals on high-deductible plans
• 24/7 Virtual Care and Employee Assistance Program
• Employer-funded HSA contributions and other pre-tax benefits
• Quarterly wellness stipend and free Headspace subscription
• 4+ weeks of PTO, plus paid sick and mental health days
• 13 paid holidays with the option to swap for personal days
• Up to 16 weeks of fully paid parental leave
• Transparent pathways for internal mobility and promotion
• Bi-annual performance reviews, team workshops, and leadership training
• Unlimited access to Coursera and O’Reilly
• 2 additional PTO days annually for learning and development