Onboarding Specialist

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 seamless onboarding experience. Collaborate closely with our Cybersecurity and Product teams to deliver exceptional client experiences. The ideal candidate possesses customer and technical support experience, familiarity with various consumer technologies, and a passion for client satisfaction. This role offers growth potential within cybersecurity or client success. BlackCloak provides a competitive salary, exceptional benefits, and a dynamic work environment.

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
• 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, 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