Client Success Manager

• 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

• 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