Client Success Manager at BlackCloak | Torre
Client Success Manager
Report
BlackCloak

Client Success Manager

BlackCloak
Emma
Emma
You'll safeguard executives from evolving cyber threats, ensuring their digital privacy and security.
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Full-time

Legal agreement: Employment

Compensation
USD55k - 70k/year
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Remote (for United States residents)
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Posted 4 months ago

Requirements and responsibilities

What You Will DoParticipate 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 travelParticipate in on-call shifts for client support, including nights and weekends, or as needed.What You Will Need to be Successful2-3+ years of experience in a Customer Success or IT help desk roleExperience working with executive level clients is a plus2+ year(s) of relevant experience, preferably in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance is a plusCompTIA Security+ or similar security experience is a plusAbility to display highly developed customer service soft skills including empathy and relationship building skillsAbility to work under pressure, organize and prioritize responsibilitiesAbility to work in a remote environment with a high degree autonomyAttention to detail and accuracy is a mustExceptional verbal and written communication skills; must be able to resolve client issues via phone and/or emailWillingness to travel in limited circumstancesSalary Range$55,000 - $70,000 a yearFinal offer amounts are determined by multiple factors, including but not limited to geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.About BlackCloakBlackCloak is an extremely fast-growing company in an entirely new product category. We have amazing product fit validated by industry awards and an impressive client base of Fortune 500 companies across all industries.BlackCloak offers a competitive salary, exceptional benefits, and a dynamic work environment. Below is a quick summary of BlackCloak’s generous benefits package for full-time employees includes:100% Remote Company, within the USAComprehensive Medical, Dental, and Vision plans with a 100% employer-paid monthly premium option for employees & 50% employer-paid monthly premiums for dependents.Health Savings Account with company contribution for eligible medical plans.Flexible Vacation Plan10 Paid Company Holidays100% employer-paid Life, AD&D and Short- and Long-Term Disability Insurance401k with Traditional and Roth options, including employer match.Company EquityPaid Parental and Pregnancy Recovery LeaveCompany and team off-sites and virtual events throughout the yearHome office stipendWe are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.Learn More about UsWebsite: https://blackcloak.io/LinkedIn: /blackcloakTwitter: @BlackCloakCyberWhite Paper: https://bc.blackcloak.io/quantifying-the-business-need-for-digital-executive-protection-report-download
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