Client Success Manager

BlackCloak’s mission is to protect corporate executives and high-profile individuals in their personal lives, mitigating risks to their families, companies, reputation, and finances. We defend our clients’ digital lives from hackers, privacy leaks, and identity theft. If you are passionate about helping to protect others, then keep reading - this may be your next great opportunity.  As a Client Success Manager, you’ll be responsible for communicating directly with clients, primarily through phone, video conference, and email. You will work closely with our internal Account, Value, Product and Cyber teams to ensure a flawless experience with BlackCloak from the beginning. You will help to ensure the successful adoption of the BlackCloak platform and participate in activities to drive on-going value for the client. You should be the type of person that exhibits passion for delivering outstanding and memorable experiences and delighting clients always. The ideal candidate will also have a strong interest in furthering their knowledge in cybersecurity and privacy. What You Will Do

Participate in client onboarding sessions.

Provide advice and guidance (and assist as needed) in the creation of client onboarding and follow-up materials/activities.

Conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent.

Partner with the Technical Success team in responding to customer inquiries and coordinating resources to meet those needs.

Run client enablement and support sessions.

Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats and risks. Serve as a dedicated resource and point of contact to ensure the threats/risks are remediated or accepted by the client.

Serve as a dedicated case manager for confirmed identity theft incidents. Handle the end-to-end resolution process so the client does not have to navigate the bureaucracy alone.

Assist in the restoration of compromised accounts, including synthetic identity fraud, medical identity theft, and tax refund fraud.

Support Account teams by pulling data for client reports and participate in Quarterly Business Reviews and other ad hoc client meetings as requested. 

Manage and record client interactions within the BlackCloak set of Client Success tools.

Contribute to client communications and education initiatives.

Maintain working knowledge of BlackCloak’s solutions, platform features, and best practices.

Support external and internal customer-facing initiatives and events. There is a potential for limited travel

Participate in on-call shifts for client support, including nights and weekends, or as needed.

What You Will Need to be Successful

2-3+ years of experience in a Customer Success or IT help desk role

Experience working with executive level clients is a plus

2+ year(s) of relevant experience, preferably in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is a plus

CompTIA Security+ or similar security experience is a plus

Ability to display highly developed customer service soft skills including empathy and relationship building skills

Ability to work under pressure, organize and prioritize responsibilities

Ability to work in a remote environment with a high degree autonomy

Attention to detail and accuracy is a must

Exceptional verbal and written communication skills; must be able to resolve client issues via phone and/or email

Willingness to travel in limited circumstances