Participate in client onboarding sessions.
Manage a dedicated portfolio of BlackCloak’s most complex and high-profile clients, serving as their primary strategic advisor on personal digital privacy and security.
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 other CSM and 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.
Act as the lead investigator and restoration specialist for severe identity theft cases and complex compromised accounts, handling sensitive situations with extreme discretion.
Analyze client threat landscapes to create bespoke security plans, going beyond standard onboarding to implement advanced privacy hardening techniques.
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.
Act as a peer mentor to Level I CSMs, shadowing their calls and providing constructive feedback on soft skills and technical accuracy.
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.

Requirements

3 years of experience in a Customer Success or IT help desk role
1-2 years+ of experience working with executive level/high profile clients
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
CIPA or CIPP/US (Certified Information Privacy Professional) highly preferred
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

Benefits

100% Remote Company, within the USA
Comprehensive Medical, Dental, and Vision plans with a 100% employer-paid monthly premium option for employees & 50% employer-paid monthly premiums for dependents.
Health Savings Account with company contribution for eligible medical plans.
Flexible Vacation Plan
10 Paid Company Holidays
100% employer-paid Life, AD&D and Short- and Long-Term Disability Insurance
401k with Traditional and Roth options, including employer match.
Company Equity
Paid Parental and Pregnancy Recovery Leave
Company and team off-sites and virtual events throughout the year
Home office stipend

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

cybersecurityprivacyidentity theftfraud managementdata breach managementrisk managementclient onboardingclient reportingsecurity planningprivacy hardening techniques

Soft Skills

customer serviceempathyrelationship buildingorganizationprioritizationattention to detailcommunicationproblem resolutionmentoringdiscretion

Certifications

CompTIA Security+CIPP/USCIPA