Customer Onboarding Strategist, Enterprise

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 and small business 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
• 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

How success will be measured in this role:

• Number of accounts onboarded per quarter
• Customer Health Score 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 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
• Proactively incorporate AI tools into day to day work to improve productively and accelerate delivery

Interview Overview

Below you'll find an outline of the interview plan for this 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 
• Take-home skills assessment (2 hours max) 
• Peer interviews with several team members
• Final call(s) with executive team member(s)

Travel & Team Engagement Expectations

This role requires up to 10% travel for team collaboration, customer engagements, and company events. As part of our commitment to building strong connections across our fully distributed team, attendance at our annual company offsite (typically held in Mexico) is expected.

Salary

In the US, the base salary for this role is $68,000. 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, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.