Solutions Support Specialist

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.

• 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 

• Reduced churn 
• Time to resolution 
• Feedback from peers

• 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

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

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.