Senior Client Success Onboarding Manager

Summary

Join BlackCloak as a Senior Client Success Onboarding Manager and lead a team in providing exceptional onboarding experiences for high-profile clients. You will manage client relationships, train onboarding specialists, and ensure seamless transitions. This client-facing role requires strong communication, technical knowledge, and experience in customer success. You will collaborate with various teams to deliver a flawless onboarding process and act as an escalation point for client issues. The ideal candidate possesses a passion for delivering outstanding client experiences and a strong understanding of cybersecurity and privacy. BlackCloak offers a competitive salary and a comprehensive benefits package.

Requirements

• 5 years of experience in a Customer Success role
• 2+ years experience managing a team
• 3 years of experience providing advice and guidance to individuals in topics related to cybersecurity, privacy, identity theft, fraud, or data breach management
• Technical knowledge of operating systems such as Windows, macOS, iOS, Android
• 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 and operate independently and efficiently to manage multiple tasks and priorities simultaneously
• 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

• Manage, train, and mentor the Onboarding Specialist Team to ensure a delightful onboarding experience for clients
• Oversee and manage the scheduling of client onboardings as well as conduct client onboardings as needed
• Act as a player-coach, providing support and expertise, while also managing the team's overall success
• Answer and respond quickly and appropriately to client and member questions, needs and requests related to onboardings and coordinate resources to meet those needs
• Serve as the escalation point for any client issues related to onboarding and manage those issues until closure
• Ensure client onboarding feedback and experiences (positive and negative) are escalated and shared with the applicable teams within BlackCloak
• Assist the Client Success team in creating client onboarding materials
• Contribute to client communications and education initiatives
• Maintain working knowledge of BlackCloak’s solutions, platform features and best practices
• Serve as an escalation point outside of standard work hours, including nights and weekends, or as needed
• Participate in emergency and on-call shifts for client onboarding, including weekends, or as needed
• Support BlackCloak’s internship program as needed
• Support external and internal customer-facing initiatives and events

Preferred Qualifications

• 3+ years experience working with executive level clients, 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