About the Role
Title: Revenue Specialist, Customer Success Operations
Location: Remote
JobDescription:
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 Racks Public Relations Management (PRM) platform enables organizations to build relationships with the media, manage crisis risk and demonstrate PRs 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.
Were looking for an intellectually curious and process-oriented Revenue Specialist, Customer Success Operations to join our team and make a big impact.
As a Revenue Specialist you will play a pivotal role in supporting our Customer Success teams to ensure exceptional service delivery. You will be responsible for coordinating and optimizing operational processes, tools, and resources to enhance customer experience and drive effective service delivery. You should be excited about data analysis and process optimization. Youll be a great fit for this role if youre a pragmatic problem-solver and strong cross-functional collaborator.
The CS Ops team is ultimately responsible for tracking KPIs related to Customer Success that provide insights leading to proactive strategies. For example, following customer health scores and historical trends, and if this metric shows that a specific customer segment is struggling with a product or feature, a member of the CS team can proactively reach out to help their customers, and ultimately prevent them from churning.
What youll do:
- Monitor and report on key performance indicators (KPIs) related to Customer Success and operational efficiency
- Collaborate with cross-functional teams (e.g., Sales, Marketing, Product) to ensure alignment and cohesive customer experience
- Manage administrative tasks related to customer accounts, such as CRM/CSP cleanup, risk mitigation, and vendor management
- Ensure accuracy of data across customer accounts at all times, reaching out to owners as needed to adjust
- Identify opportunities for process improvements and co-lead initiatives to increase efficiency and effectiveness
- Utilize knowledge of Customer Success methodologies and tech stack tools to create automated solutions and streamline operational tasks for all of CS including Onboarding and Support as needed
- Oversee Customer Success dashboards and reports, ensuring the team has access to up-to-date insights on customer engagement and health metrics
- Regularly update and maintain standard operating procedures (SOPs) and documentation
- Ensure CS goals are being kept up-to-date in Salesforce, and regularly monitor for any issues
- Partner with GTM enablement to ensure new CSMs are properly onboarded for success in their role
How success will be measured in this role:
- Metrics/Goals/Etc.
If the details below describe you, you could be a great fit for this role:
- 2-4 years of professional experience in a SaaS environment, with at least 2 years in an operations or project management role, preferably with experience in CS Ops and/or a CS Management position
- Strong understanding of customer success principles and practices
- Ability to work with data analysis tools
- Excellent communication and interpersonal skills
- Proficiency in Salesforce and other customer success tools
- Strong organizational skills with an emphasis on detail and process optimization
- A proactive approach to problem-solving and project management
- Team player with the ability to work independently
- Skilled in effectively handling and prioritizing multiple projects