Client Success Manager – Private Client Services

🕒 May 5

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BLACKCLOAK

WebsiteLinkedInAll Job Openings

11 - 50 employees

🔒 Cybersecurity

☁️ SaaS

💰 $11M Series A on 2021-07

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.

📋 Description

• 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.

🎯 Requirements

• 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

🏖️ 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