Client Success Manager

What You Will Do

• 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.

What You Will Need to be Successful

• 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.