What You Will Do
- Team Leadership & Management: 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.
- Product Knowledge: Deeply understand the product's capabilities, especially from a security and/or technical perspective.
- Onboarding & Implementation: 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.
- Reactive & Proactive Support: Manage a team that provides both reactive and proactive support. Ensure timely and effective resolution of customer issues and inquiries.
- Scheduling & Operations: Create and manage a rotating team schedule that provides technical support coverage from 8 AM to 2 AM, Monday through Sunday.
- Process Improvement: Identify opportunities to improve team efficiency, communication, and overall service quality. Develop and implement best practices for client support and issue resolution.
- Customer Advocacy: 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.
- Performance Metrics: 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.
What You Will Need to be Successful
- 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
Top Skills
What We Do
BlackCloak protects corporate executives and high-profile individuals from cybersecurity, privacy, financial, and other reputational risks. Used by Fortune 500 companies across all industries, the BlackCloak Concierge Cybersecurity & Privacy™ Platform is a holistic solution including mobile and desktop apps as well as concierge support. Executives and high-profile individuals get peace of mind knowing their family, reputation, and finances are secured. Companies rest assured that their brand, intellectual property, data, and finances are protected against threats coming through executives without having to invade their personal lives.
BlackCloak stands out in the cybersecurity industry by focusing on the often-overlooked intersection of personal and corporate digital protection. Unlike traditional firms that solely prioritize corporate defenses, BlackCloak understands that the vulnerabilities of high-level executives and their families can pose significant risks to the entire company. By offering comprehensive and tailored solutions that shield both personal and professional digital environments, BlackCloak ensures a holistic approach to security. This unique emphasis on protecting every facet of an executive's digital life—from corporate email systems to personal devices and home networks—sets BlackCloak apart as a pioneer in safeguarding the modern business world.
Why Work With Us
Here, you're not just an employee; you're a guardian of digital trust, protecting both corporate assets and personal identities. You'll join a dynamic team of innovators who are passionate about staying ahead of cyber threats and delivering tailored solutions to our unique client base.
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