Enterprise Relationship Manager

Summary

Join BlackCloak as an Enterprise Relationship Manager and play a key role in ensuring the success of our enterprise clients. Build and maintain relationships with key clients, understanding their needs and supporting their cybersecurity efforts. Collaborate with sales, delivery, and security teams for seamless onboarding and implementation of BlackCloak solutions. Provide ongoing support, monitor client accounts, identify potential issues, and recommend solutions. Communicate updates and utilize CRM to track activity and analyze data. Support efforts to achieve key metrics such as Net Revenue Retention (NRR), logo retention, onboarding, and utilization among clients. Gather client feedback for product improvement and enhance overall client experience. This role requires a Bachelor’s degree, 2+ years of experience in customer success or account management, familiarity with cybersecurity, strong communication skills, and strong organizational and time management skills.

Requirements

• Bachelor’s degree in a relevant field; advanced degree is a plus
• 2+ years experience in a customer success or account management role, ideally with a focus on enterprise clients
• Familiarity with cybersecurity and privacy concepts
• Strong communication and interpersonal skills
• Ability to gather and interpret information to support client success
• Motivated to deliver great results and able to work with some independence
• Strong organizational and time management skills
• Willingness to travel to meet with clients when necessary

Responsibilities

• Build and maintain relationships with enterprise clients
• Gain an understanding of clients' primary needs and support their cybersecurity efforts
• Work collaboratively with the sales, delivery, and security teams to support the seamless onboarding and implementation of BlackCloak solutions
• Provide ongoing support to clients, helping them maximize the value of our services
• Monitor client accounts and identify potential issues, recommending solutions as needed
• Communicate updates and utilization highlights to clients
• Work with internal teams to address client needs and ensure satisfaction
• Support a consistent and positive client experience across their journey
• Collaborate with cross-functional teams to support client issues and enhance the customer experience
• Gather client feedback and provide insight for product improvement and enhance overall client experience
• Utilize CRM to track activity, analyze data, and identify trends
• Support efforts to achieve key metrics such as Net Revenue Retention (NRR), logo retention, Onboarding, and Utilization among clients

Benefits

• 100% Remote Company, within the USA
• Comprehensive Medical, Dental, and Vision plans with 100% employer-paid monthly premiums 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