Senior Onboarding Program Manager

Summary

Join BlackCloak as a Client Success Sr. Onboarding Program Manager and lead the development and scaling of our client onboarding program. This leadership role involves managing a team of onboarding specialists, overseeing the entire client onboarding process, and ensuring a flawless client experience. You will work closely with other teams to achieve this goal. The ideal candidate has a strong background in client onboarding, program management, and functional leadership, with a passion for delivering exceptional client experiences. This position offers a competitive salary and a comprehensive benefits package, including a fully remote work environment.

Requirements

• 7+ years of experience in a Customer Success role, with at least 2 years in a senior leadership role
• Ability to manage a team of success agents and provide regular dashboarding and reporting on team capacity and performance
• 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

• Lead and manage the client onboarding process from initial engagement through to enablement and nurture phases
• Develop, implement, and continuously improve client onboarding strategies, programs, and processes to ensure scalability and client delight
• Own the end to end client onboarding program - from scheduling to reporting
• Manage, train, and mentor the Onboarding 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
• Serve as the escalation point for any client issues related to onboarding and manage those issues until closure
• Assist the Client Success team in creating client onboarding materials
• Proactively identify risks in the onboarding process and work to mitigate them, ensuring clients are not negatively impacted
• Track and report on the status of onboarding projects and programs, ensuring timely delivery of onboarding milestones and resolving any issues that may arise
• Analyze onboarding performance metrics and implement process improvements based on data and feedback
• Establish and monitor key performance indicators (KPIs) to measure onboarding success and drive continuous improvements
• Conduct team capacity planning based on current and forecasted sales pipelines
• Foster strong relationships with internal stakeholders to ensure the availability of resources and support for successful client onboarding
• 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
• 4+ 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
• 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