Client Success Specialist

Summary

Join BlackCloak as a Client Success Specialist and contribute to protecting high-profile individuals and their digital lives. You will communicate directly with clients via phone, video conference, and email, working closely with internal teams to ensure a seamless experience. Responsibilities include client onboarding, creating materials, conducting outreach, responding to inquiries, managing client interactions, and contributing to client education initiatives. The ideal candidate possesses 3+ years of experience in customer success or IT help desk, strong communication skills, and the ability to work remotely. BlackCloak offers a competitive salary, exceptional benefits, and a dynamic work environment.

Requirements

• 3 years of experience in a Customer Success or IT help desk role
• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• 100% Remote Company
• 100% 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