Senior Customer Education Specialist
Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to make PR pros more successful by providing them with technology to find journalists to pitch, monitor media, quantify their impact and work more efficiently with their teams.
Self-funded, globally distributed, and growing quickly, Crain’s named Muck Rack one of the best places to work in 2019 and 2020. We value resilience, transparency, ownership, and customer devotion and infuse these values into everything we do.
We’re growing quickly, and we’re looking for an experienced Senior Customer Education Specialist to join our team and make a big impact. At Muck Rack, one of our core values is customer devotion: that's why we are launching a new role to focus exclusively on the creation of educational content around our product.
As a Senior Customer Education Specialist, you will own the creation and execution of product education materials. You’ll collaborate closely with internal team members to get customers the information they need. Supporting a customer base of thousands of PR professionals, you’ll identify segments that need support and work with the team to enable product adoption by offering relevant and engaging learning experiences. We are looking for someone that is excited about developing and maintaining education programs and content that will inspire learning throughout the customer journey.
More about the role:
- Support a rapidly growing customer base while balancing an at-scale mentality with a customer-centric approach
- Create L&D assets (e.g. videos, webinars, product simulations, etc.) to support awareness and adoption of Muck Rack
- Partner internally to research and develop 1:1 and 1:Many customer engagement strategies
- Create content and other digital assets that provide a continuous learning path for customers
- Build a training and certification program for Muck Rack’s customers focused on empowering customers for future success
- Track and oversee the metrics and reporting needed to measure success and impact of training, tools, and processes
- Build relationships and collaborate cross-functionally with key stakeholders including customer success, account management, product, marketing, and customer support
- Develop guidelines and advocate for best practices to educate and enable our customers’ success
- Field internal and external inquiries and content requests for Customer Education
More about you:
- At least 3 years of experience in training development, customer education, or instructional design at B2B SaaS companies
- Customer-obsessed and excited to own education programs that drive platform adoption and engagement
- Data-driven with a passion to uncover how our customers learn and retain information most effectively
- Great communicator with strong collaboration and project management skills - you’re able to understand and explain technical features in terms of the value they provide to customers
- Client-facing experience, with effective and engaging presentation skills
- Deep empathy for the challenges and motivators for those working in public relations and communications
- Appetite to learn the latest technologies and techniques required to build best-in-class digital education solutions
- Direct experience working with major LMS systems (e.g. Skilljar, WorkRamp, etc.)
- Proven track record of creating systems that measurably increase product adoption and customer outcomes for thousands of platform users
Benefits of Working at Muck Rack
- Fully distributed team, with work-from-home benefits and monthly co-working stipend
- Competitive salaries, company-wide bonus plan, and equity
- Generous off-the-grid PTO, including paid parental leave, paid sick/mental health days, learning days, summer Fridays, and more
- Health, dental and vision insurance (100% paid by employer for individuals)
- 401(k) plan with employer contributions
- Access to OneMedical, 24/7 Virtual Care, an Employee Assistance Program, and a Flexible Spending Account
- Discounted gym & bike memberships and free Headspace account
- Unlimited subscription to Learning & Development platforms
- Virtual & in-person team bonding opportunities including free lunches, activities, & events
- Inclusive culture that listens to and welcomes diverse perspectives
- Self funded means we have the freedom to build forward-thinking products and put our customers first
Muck Rack encourages individuals from a broad diversity of backgrounds to apply for positions. We are an equal opportunity employer, meaning we're committed to a fair and consistent interview process.
NOTE: This role can not hire employees in Arkansas, California, Colorado, Kansas, Kentucky, Louisiana, Mississippi, Montana, Nebraska, Nevada, New Mexico, North Dakota, South Carolina, Wisconsin, or Wyoming. We can hire in Canada.