Senior Client Success Onboarding Manager

BlackCloak’s mission is to protect corporate executives and high-profile individuals in their personal lives, mitigating risks to their families, companies, reputation, and finances. We defend our clients’ digital lives from hackers, privacy leaks, and identity theft. If you are passionate about helping to protect others, then keep reading - this may be your next great opportunity. 

The Senior Client Success Onboarding Manager is a client-facing role integral in establishing and maintaining relationships with our clients through the onboarding phase and through the transition to the nurture phase. As Senior Client Success Onboarding Manager, you will manage a team of onboarding specialists, and communicate directly with clients via phone, video conferencing and email to deliver a successful client experience. You will work closely with our Client Success, Client Experience Ops, Enterprise Relationship Success, Security Operations and Product team leads to ensure a flawless onboarding experience with BlackCloak. 

The ideal candidate has a background in customer and technical support with a working knowledge of all types of consumer technology products (macOS, iOS, Android, Windows) and exhibits a passion for delivering outstanding and memorable experiences and delighting clients. You should be the type of person that exhibits passion for delivering outstanding and memorable experiences and delighting clients. If you have a strong interest in furthering your knowledge in cybersecurity and privacy this is a great position for you.

What You Will Do

• Manage, train, and mentor the Onboarding Specialist Team to ensure a delightful onboarding experience for clients.
• Oversee and manage the scheduling of client onboardings as well as conduct client onboardings as needed.
• Act as a player-coach, providing support and expertise, while also managing the team's overall success.
• Answer and respond quickly and appropriately to client and member questions, needs and requests related to onboardings and coordinate resources to meet those needs.
• Serve as the escalation point for any client issues related to onboarding and manage those issues until closure.
• Ensure client onboarding feedback and experiences (positive and negative) are escalated and shared with the applicable teams within BlackCloak.
• Assist the Client Success team in creating client onboarding materials.
• Contribute to client communications and education initiatives.
• Maintain working knowledge of BlackCloak’s solutions, platform features and best practices.
• Serve as an escalation point outside of standard work hours, including nights and weekends, or as needed.
• Participate in emergency and on-call shifts for client onboarding, including weekends, or as needed.
• Support BlackCloak’s internship program as needed.
• Support external and internal customer-facing initiatives and events.
• This is a managerial position supporting Mountain and Pacific Time Zones.

What You Need to be Successful

• 5 years of experience in a Customer Success role.
• 3+ years experience working with executive level clients, is a plus
• 2+ years experience managing a team.
• 3 years of experience providing advice and guidance to individuals in topics related to cybersecurity, privacy, identity theft, fraud, or data breach management
• Privacy certification or similar privacy or identity theft experience a plus
• Technical knowledge of operating systems such as Windows, macOS, iOS, Android.
• 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 and operate independently and efficiently to manage multiple tasks and priorities simultaneously.
• 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

About BlackCloak

BlackCloak is an extremely fast-growing company in an entirely new product category. We have amazing product fit validated by industry awards and an impressive client base of Fortune 500 companies across all industries. 

BlackCloak offers a competitive salary, exceptional benefits, and a dynamic work environment. Below is a quick summary of BlackCloak’s generous benefits package for full-time employees includes:

- 100% Remote Company100% employer-paid coverage for employees & 50% employer-paid coverage

for dependents for medical (3 plan options), dental and vision plans. 

- Health Savings Account with BlackCloak contributions.

- 100% Employer-paid life & short- and long-term disability insurance

- 401k with both traditional and roth options & an employer match for traditional contributions

- Company Equity Vacation and Sick Leave 

- 10 Paid Company Holidays 

- Wellness Days

- Paid Parental Leave

- Multiple off-sites and virtual events throughout the year 

- In-home office stipend 

We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.

Learn More about Us

Website: https://blackcloak.io

LinkedIn: /blackcloak

Twitter: @BlackCloakCyber

White Paper: https://bc.blackcloak.io/quantifying-the-business-need-for-digital-executive-protection-report-download

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