Customer Onboarding Strategist, Mid-Market

Muck Rack

Customer Service & Support

1 month ago

Job Summary

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.

  • Minimum Qualification:Degree
  • Experience Level:Entry level
  • Experience Length:2 years

Job Description/Requirements

Responsibilities:

  • 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


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 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


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