Onboarding Specialist I

Summary

Join BlackCloak, a fast-growing cybersecurity company, as an Onboarding Specialist I. This entry-level, client-facing role is crucial for building and maintaining client relationships throughout the onboarding process. You will directly communicate with clients via phone, video conferencing, and email, ensuring a smooth onboarding experience. Collaboration with internal teams is key to success. The ideal candidate possesses customer and technical support experience, familiarity with various consumer technologies, and a passion for delivering exceptional client experiences. This role offers growth potential within cybersecurity or client success. BlackCloak provides a competitive salary and a comprehensive benefits package.

Requirements

• 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
• Assist in the scheduling of client onboardings
• Run client onboardings
• Assist in the creation of client onboarding materials and follow up activities
• Under the direction of the Client Success Lead, conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent
• Assist the CyberSecurity team with responding to customer inquiries and coordinating resources to meet those needs
• Participate in client follow-up and support sessions as needed
• 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
• Work a 11am-8pm ET (8am-5pm PT) shift
• Participate in on-call shifts for client support, including nights and weekends, or as needed

Preferred Qualifications

• 1+ years of experience in a Customer Success or IT help desk role is a plus
• Experience working with executive level clients is a plus
• 1+ years 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
• Privacy certification or similar privacy or identity theft experience 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