Enterprise Relationship Manager

Summary

Join BlackCloak's dynamic team as an Enterprise Relationship Manager and play a key role in ensuring client satisfaction, retention, and success. You will build and maintain relationships with enterprise clients, understand their needs, and support their cybersecurity efforts. Collaboration with internal teams is crucial for seamless onboarding, implementation, and ongoing support. You will monitor client accounts, identify potential issues, and recommend solutions. This role involves gathering client feedback for product improvement and utilizing CRM for data analysis. The position requires a Bachelor's degree, 2+ years of experience in customer success or account management, and strong communication skills. BlackCloak offers a competitive salary, exceptional benefits, and a 100% remote work environment.

Requirements

• Bachelor’s degree in a relevant field
• 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

Preferred Qualifications

Advanced degree

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