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 PR teams to work together to find the right journalists for their stories, send customized pitches, build meaningful relationships with the media, monitor news, and quantify their impact.
Founder controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its unparalleled culture and product from organizations like Inc., G2, and BuiltIn. We value resilience, transparency, ownership, & customer devotion and infuse these values into everything we do.
We’re looking for a detail-oriented and strategic Solutions Support Specialist to join our team and enable internal team members to find creative solutions to customer needs, participate in technical discussions, and create material to support all phases of the customer journey.
As our first Solutions Support Specialist, your mission will be to serve as an internal subject matter expert and help internal team members navigate more challenging conversations with prospects and customers. You should be excited about learning the ins and outs of Muck Rack, including why our customers rely on our product. You’ll be a great fit for this role if you have strong relationship-building skills, a consultative and collaborative approach to problem solving, and the ability to build trust with prospects, customers and internal teammates.
What you’ll do:
Serve as a crucial resource for internal team members as they guide prospects and customers through the evaluation process of our product; ensuring that our solution meets key business objectives and technical requirements
Directly and indirectly support customers throughout the sales process by addressing technical objections and providing assistance to internal teams
Act as a liaison between Product, Marketing and Sales by sharing customer feedback to help influence our product roadmap
You will become an internal product expert and confidently lead technical conversations surrounding third-party integrations and more nuanced features within the product
Create and maintain documentation to further assist internal teams
Train and educate internal employees on the latest Muck Rack product offerings and features
Ensure efficient, competent, and timely responses to customer questions and escalations
Must be willing to work EST hours
How success will be measured in this role:
Reduced churn
Time to resolution
Feedback from peers
If the details below describe you, you could be a great fit for this role:
2-3 years professional experience, with at least 1 year of related experience directly in technical presales, consultancy, development, or support
Proficiency in Slack, Zoom, ticket management system (like Jira or similar), Intercom or similar
Strong track record of working in a customer-facing environment and driving initiatives to improve customer satisfaction
Proficiency with communicating technical concepts and presenting to internal team members and/or customers
Strong time and project management skills
Excellent interpersonal communication and customer service skills are needed in order to work successfully with prospects, customers, and cross functional teams to meet performance goals
Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment
Creative approach to problem solving
Experience developing and/or delivering technical training programs
Ability to navigate ambiguity and to quickly react to changes in a fast-paced environment
Interview Overview
Below you’ll find an outline of the interview plan for our Solutions Support Specialist 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 assignment (2 hours max)
A final interview with several team members
Salary
In the US, the starting salary for this role is between $30/hour and $33/hour, 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.