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Company

BLACKCLOAK · 13 hours ago

Senior Client Success Onboarding Manager

United States

Full-time

Remote

Senior Level

$100K/yr - $120K/yr

5+ years exp

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Cyber SecurityInformation Technology

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Responsibilities

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

Qualification

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Customer SuccessCybersecurity KnowledgeTeam ManagementOperating SystemsPrivacy CertificationCustomer Service Skills

Required

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

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