Director, Technical Success

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November 6

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BLACKCLOAK

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Cybersecurity • SaaS

BLACKCLOAK is an award-winning concierge cybersecurity and privacy platform focused on providing digital executive protection services. The platform is designed to protect individuals, families, and corporations from cyber threats by securing personal devices, home networks, and private data. BLACKCLOAK serves high-value individuals, including executives and companies, offering tailored cybersecurity solutions to mitigate risks associated with internet-connected devices and personal data vulnerabilities. With a comprehensive app and dashboard, BLACKCLOAK provides real-time security monitoring and incident response, helping to safeguard digital lives against cyberattacks.

11 - 50 employees

🔒 Cybersecurity

☁️ SaaS

💰 $11M Series A on 2021-07

📋 Description

• Lead, mentor, and coach a team of Technical Account Managers. • Manage performance, conduct regular one-on-ones, and foster a positive, high-performing team culture. • Deeply understand the product's capabilities, especially from a security and/or technical perspective. • Oversee the successful technical onboarding of all new clients onto our application. • Ensure a smooth and efficient process that sets customers up for long-term success. • Manage a team that provides both reactive and proactive support. • Ensure timely and effective resolution of customer issues and inquiries. • Create and manage a rotating team schedule that provides technical support coverage from 8 AM to 2 AM, Monday through Sunday. • Identify opportunities to improve team efficiency, communication, and overall service quality. • Develop and implement best practices for client support and issue resolution. • Act as a point of escalation for high-priority customer issues. • Advocate for customer needs internally, working closely with product, engineering, and sales teams to drive solutions and improve the customer experience. • Define, track, and report on key performance indicators (KPIs) for the team, such as response time, resolution time, support satisfaction scores (CSAT), and team productivity.

🎯 Requirements

• 5+ years of direct experience in a customer support, solutions engineering, or similar technology role • 5+ years of relevant experience, preferably in areas such as information technology, cybersecurity, privacy, identity theft, fraud. • Experience working with executive level clients • Relevant industry certifications are highly desirable, such as GIAC (GCIH, GCFA), CISSP, or CompTIA Security+. • 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 (speaking) and/or email • Excellent problem-solving skills and the ability to communicate complex technical concepts to both technical and non-technical audiences. • Willingness to travel in limited circumstances

🏖️ Benefits

• 100% Remote Company, within the USA • Comprehensive 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 Plan • 10 Paid Company Holidays • 100% employer-paid Life, AD&D and Short- and Long-Term Disability Insurance • 401k with Traditional and Roth options, including employer match. • Company Equity • Paid Parental and Pregnancy Recovery Leave • Company and team off-sites and virtual events throughout the year • Home office stipend