Job details

Client Success Specialist

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.

As a Client Success Specialist, you’ll be responsible for communicating directly with clients, primarily through phone, video conference, and email. You will work closely with our internal Product and Cybersecurity teams to ensure a flawless experience with BlackCloak from the beginning. Reporting directly to the Client Success Team Lead, you will help to ensure the successful adoption of the BlackCloak platform and participate in activities to drive on-going value for the client. The ideal candidate will also have a strong interest in furthering their knowledge in cybersecurity and privacy and has a passion for delivering outstanding and memorable experiences and delighting clients always.

What You Will Do

Support the Client Success team to ensure individual, team, company and client success.
Participate in client onboarding sessions.
Assist in the creation of client onboarding materials and follow-up activities.
Conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent.
Assist with responding to customer inquiries and coordinating resources to meet those needs.
Participate in client support sessions.
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.
Participate in on-call shifts for client support, including nights and weekends, or as needed.

What You Need to be Successful

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

$60,000 - $80,000 a year

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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What You Should Know About Client Success Specialist, BlackCloak

Are you passionate about making a real difference in people's lives through exceptional client support? Look no further! At BlackCloak, we're on a mission to protect corporate executives and high-profile individuals from digital threats, and we're seeking a dedicated Client Success Specialist to join our dynamic team. In this role, you will be the key point of contact for our clients, guiding them from the onboarding process all the way through their continued use of our innovative platform. Your strong communication skills will shine as you connect with clients through phone, video calls, and email, ensuring they experience the top-notch service BlackCloak is known for. You'll collaborate closely with our talented Product and Cybersecurity teams to help clients fully leverage our solutions while fostering long-term relationships built on trust and support. With an ideal mix of customer service expertise and a keen interest in cybersecurity, you'll thrive in creating memorable experiences for our clients, all from the comfort of your remote workspace. You'll be empowered to reach out to clients, manage interactions, contribute to educational initiatives, and participate in client support sessions as needed. If you have 3 years of relevant experience, particularly with executive-level clients and a hunger to learn, we want to hear from you! Join us at BlackCloak, where your talents will directly contribute to protecting clients' digital lives and enhancing their peace of mind.

Frequently Asked Questions (FAQs) for Client Success Specialist Role at BlackCloak

What does a Client Success Specialist do at BlackCloak?

As a Client Success Specialist at BlackCloak, you will be responsible for providing outstanding customer support to our clients, ensuring they successfully adopt and maximize the use of our cybersecurity platform. This involves onboarding clients, managing ongoing relationships, and working closely with our internal teams to address any client needs or concerns.