Customer Onboarding Strategist, Enterprise

Job Description

Muck Rack is seeking a Customer Onboarding Strategist to facilitate the implementation process for mid-market and small business customers. The Customer Onboarding Strategist will play a crucial role in setting up new customers for immediate success and ensuring a smooth adoption of Muck Rack's products and services.Responsibilities:

• Become a Muck Rack product expert.
• Establish strong relationships with new and existing customer stakeholders.
• Conduct customer calls to provide account walkthroughs, communicate setup requirements, and educate on Muck Rack's capabilities.
• Document implementation details in Salesforce.
• Ensure customers complete the required technical setup efficiently.
• Leverage feedback for continuous improvement of the onboarding process.
• Develop a deep understanding of customers' business and operational objectives.

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.
• Ability to manage project scope and delivery timelines across multiple projects simultaneously.
• Proficiency in Boolean search language or the ability to learn.
• Comfort with a variety of tools including a CRM (preferably Salesforce).
• Ability to adapt quickly to new software and changing business requirements.
• Passion for helping customers and providing a best-in-class service experience.
• Ability to use data to analyze results and make data-driven decisions.
• Strong written and verbal communication skills.

Benefits:

• Remote work
• Home office stipend
• Phone and internet reimbursement
• Coworking membership
• Competitive geo-neutral pay in the U.S.
• Annual reviews
• Standardized bonus plan
• 401(k) with employer contributions
• Equity opportunities
• Comprehensive medical, dental, vision, disability, and life insurance
• 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