The ad says“2-3+ years of experience in a Customer Success or IT help desk role”
The ad says“2-3+ years of experience in a Customer Success or IT help desk role”
Values
The ad says“CompTIA Security+ or similar security experience is a plus”
The ad says“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”
The ad says“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”
The ad says“Experience working with executive level clients is a plus”
The ad says“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”
The ad says“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”
The ad says“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”
The ad says“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”
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
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
Benefits
Fully remote
Medical, Dental & Vision
Flexible hours
Generous Vacation Policy
Competitive salary
HSA
Periodic Offsites
401k with employer match
Home Office Stipend
Preferred experience
2-3+ years of experience in a Customer Success or IT help desk role
Ability to work under pressure, organize and prioritize responsibilities
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
Comfortable leading live virtual sessions and walking clients through a product or process clearly and confidently
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
Ability to display highly developed customer service soft skills including empathy and relationship building skills
Willingness to travel in limited circumstances
CompTIA Security+ or similar security experience is a plus
Experience working with executive level clients is a plus
Ability to work in a remote environment with a high degree autonomy
