Client Success Specialist (Cyber/Privacy) - BlackCloak USA Bookmark Share Print 551 0 1

Listing Description

Client Success Specialist

Overview

Our mission at BLACKCLOAK is to protect high-profile individuals and corporate executives in their personal lives from those that seek to do them harm.  We defend our clients’ digital lives from hackers, privacy leaks, and identity theft.  

Our team includes practitioners from cybersecurity, engineering, privacy, fraud, and intelligence backgrounds at some of the nation's largest organizations and have worked with the intelligence community to solve national security threats.  Backed by one of the best cybersecurity venture funds and other strategic investors, BlackCloak is forging a new path as a pioneer in the cybersecurity industry.  If you want to join a team that is focused on being the best, come join us at BlackCloak. 

The Opportunity

As a Client Success Specialist, you’ll be responsible for communicating directly with clients, primarily through phone and email, and work closely with our internal Sales, Marketing, Product and Cybersecurity teams to ensure a flawless experience with BlackCloak from the beginning. Reporting directly to the Client Success Lead, you will be accountable for the successful adoption of the BlackCloak platform and strategic activities to drive value for the client and promote account expansion and retention. You should be the type of person that exhibits passion for delivering outstanding and memorable experiences and delighting clients always. The ideal candidate will also have a strong interest in furthering their knowledge in cybersecurity and privacy.

The Day-to-Day:

• Support the Client Success team to ensure individual, team, company and client success.
• Correspond with and manage new clients through their onboarding to BlackCloak.
• Assist in the scheduling of client onboardings.
• Run client onboardings alongside BlackCloak Cyber Analysts.
• Conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent.
• Respond quickly and appropriately to customer questions, needs and requests and coordinate resources to meet those needs.
• Act as a subject matter expert, providing privacy and identity theft advice and guidance to clients on demand.
• Manage and record client interactions within the CRM platform.
• 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.

Qualifications:

• 1-2 years in a Customer Success role, or equivalent experience
• Experience working with executive level clients is preferred
• 1+ years of relevant experience, preferably in areas such as cybersecurity, privacy, identity theft, fraud, data breach management, or risk and compliance
• CIPP or CIPT privacy certification preferred
• CompTIA Security+ or similar security experience preferred
• 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

Compensation

BlackCloak offers a competitive salary, exceptional benefits, and a dynamic work environment.  

BlackCloak is headquartered in Orlando, Florida and has a remote workforce throughout the U.S.