Manager, Customer Onboarding - Muck Rack
New York City, NY
About the Job
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 organizations to build relationships with the media, manage crisis risk and demonstrate PR's impact on business outcomes.
Founder controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its unparalleled culture and product from organizations like Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, & customer devotion and infuse these values into everything we do.
We're looking for a customer-centric, innovative, and collaborative Manager, Customer Onboarding to join our team and support our onboarding function as we continue to scale.
As a Manager, Customer Onboarding your mission will be to coach and develop a team of Onboarding Strategists to meet defined metrics as they lead our customers through the onboarding phase of their lifecycle.
You should be excited about helping people grow and setting the bar for how we onboard customers. You'll be a great fit for this role if you enjoy bringing new ideas to the table and working cross-functionally to bring those ideas to life.
What you'll do:
- Lead and manage our growing onboarding team through various performance and talent management initiatives
- Provide regular feedback and guidance to support individual and team growth
- Strategically partner with leadership across the organization to define and implement successful onboarding programs that drive growth
- Set and drive onboarding pipeline targets to ensure consistent completion of onboarding projects across the team
- Develop frameworks and communication practices that build trusting relationships with our customers
- Enhance customer time to value by optimizing our tech stack, engagement strategies, and workflows
- Project manage new onboarding initiatives while collaborating with sales, product, customer support, CSMs, marketing, customer education, RevOps to ensure project completion
- Serve as the voice of our customers to deliver a best-in-class onboarding experience
How success will be measured in this role:
- The success of each individual team member you're managing
- Onboardings completed per quarter
- Improvement in gross and net retention
- Increase in usage and adoption metrics during onboarding
If the details below describe you, you could be a great fit for this role:
- 4-5+ years customer onboarding experience, with at least 1 year in a people management position at a B2B SaaS company
- Proven track record of leading and developing high-performing teams, with extensive experience in coaching, mentoring, and training team members
- Proficiency in Salesforce
- An ability to leverage data analytics to drive strategy, optimize processes, and make data-driven business decisions
- Demonstrated expertise in coaching, influencing, and motivating employees to achieve exceptional results, while fostering a high-performance culture
- Experience in effectively managing complex customer escalations and resolving challenging scenarios with a customer-centric approach
- Quick to adapt to new software and evolving business requirements
- Excellent verbal communication and strong writing skills with an emphasis on process documentation
- Self-starter with a strategic mindset, capable of autonomously managing teams and driving cross-functional initiatives within a rapidly changing environment
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
- Skills assessment (1 hours max)
- Peer interviews with several team members
- Final call(s) with executive team member(s)
Salary
In the US, the base salary for this role is between $79,000 and $100,000+, 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, 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.
Why Muck Rack?
Remote Work, Forever. We're a fully distributed team and have pledged to remain that way forever. We offer employees a full home office setup, phone & internet reimbursement, and a monthly coworking membership. We build culture through virtual and in-person team bonding opportunities including team lunches, friendly competitions, and celebratory events!
Transparent Compensation. We offer competitive geo-neutral pay in the U.S. and review compensation at least once annually to ensure internal equity and alignment with the external market. Depending on the role, we offer either a standardized bonus program or attainable commission structure and an opportunity to earn equity in the company. All employees are eligible for our 401(k) plan* with employer contributions.
Health & Wellness*. Muck Rack provides comprehensive health, dental, vision, disability and life insurance for employees and their families. We offer a high-deductible health plan with 100% premium coverage for individuals, as well as a range of other plan options. Our team also has access to 24/7 Virtual Care, an Employee Assistance Program, employer-funded HSA contributions, and other pre-tax benefits. Team members have access to a quarterly wellness stipend and a free Headspace subscription.
PTO and Family Benefits. Our team enjoys 4+ weeks of off-the-grid PTO, paid sick/mental health days and 13 paid holidays, which can be exchanged for additional PTO with our "Holiday Swap Program." We also provide up to 16 weeks of fully paid parental leave.
Personal & Professional Development. We grow talent by creating internal pathways for advancement and promotion. Muck Rack conducts bi-annual performance reviews, hosts team-wide workshops, and offers management training and leadership training opportunities. We also provide unlimited subscriptions to L&D platforms including Coursera & O'Reilly, as well as 2 additional days of PTO to dedicate to learning and development.
Culture of Inclusion. We know that diverse perspectives breed innovation and help us better serve our customers. We are committed to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably.
Customer-First. Founder-controlled means we have the freedom to be nimble, highly collaborative and innovative, building forward-thinking products that enable 3,000+ companies around the world to build trust, tell their stories and demonstrate the unique value of earned media.
*These benefits are specific to US-based employees. In some, but not all, cases we are able to offer equivalent benefits to employees located outside of the United States.
While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email. While we enjoy many benefits as a permanently distributed and remote company, we cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence.
