Client Success Manager - Private Client Services
Source API remote eligibility restrictions: United StatesFull-TimeManager
Salary55,000 - 70,000 USD per year
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Job Details
- Experience
- 2-3+ years of experience
- Required Skills
- CybersecurityCustomer serviceCustomer Success
Requirements
- 2-3+ years of experience in a Customer Success or IT help desk role
- Experience working with executive level clients is a plus
- 2+ year(s) 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
- 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
- Participate in client onboarding sessions.
- Provide advice and guidance (and assist as needed) in the creation of client onboarding and follow-up materials/activities.
- Conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent.
- Partner with the Technical Success team in responding to customer inquiries and coordinating resources to meet those needs.
- Run client enablement and support sessions.
- Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats and risks. Serve as a dedicated resource and point of contact to ensure the threats/risks are remediated or accepted by the client.
- Serve as a dedicated case manager for confirmed identity theft incidents.
- Assist in the restoration of compromised accounts, including synthetic identity fraud, medical identity theft, and tax refund fraud.
- Support Account teams by pulling data for client reports and participate in Quarterly Business Reviews and other ad hoc client meetings as requested.
- Manage and record client interactions within the BlackCloak set of Client Success tools.
- Contribute to client communications and education initiatives.
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