Client Success, Sr. Onboarding Program Manager

BlackCloak’s mission is to protect corporate executives and high-profile individuals in their personal lives, mitigating risks to their families, companies, reputation, and finances. We defend our clients’ digital lives from hackers, privacy leaks, and identity theft. If you are passionate about helping to protect others, then keep reading - this may be your next great opportunity. 

The Client Success Sr. Onboarding Program Manager is a leadership role with client-facing responsibilities integral in developing and scaling our client onboarding program as the team establishes and maintains relationships with our clients through the onboarding phase and through the transition to the nurture phase. As Client Success, Sr. Onboarding Program Manager, you will be responsible for overseeing the entire client onboarding process, managing a team of onboarding specialists, and communicating directly with clients via phone, video conferencing and email to deliver a successful client experience. You will work closely with other Client Experience, Security, Engineering and Product team leads to ensure a flawless onboarding experience with BlackCloak. 

The ideal candidate has a background in client onboarding, program development and management, and functional leadership. You should be the type of person that exhibits passion for delivering outstanding and memorable experiences and delighting clients and have experience building programs that do such in a scalable, growth oriented way.  If you have a strong interest in furthering your knowledge in cybersecurity and privacy this is a great position for you.

What You Will Do

• 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.
• This is a managerial position supporting Eastern, Central, Mountain and Pacific Time Zones.

What You Need to be Successful

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

About BlackCloak

BlackCloak is an extremely fast-growing company in an entirely new product category. We have amazing product fit validated by industry awards and an impressive client base of Fortune 500 companies across all industries. 

BlackCloak offers a competitive salary, exceptional benefits, and a dynamic work environment.  Below is a quick summary of BlackCloak’s generous benefits package for full-time employees includes:

- 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 

We are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic.

Learn More about Us

Website: https://blackcloak.io

LinkedIn: /blackcloak

Twitter: @BlackCloakCyber

White Paper: https://bc.blackcloak.io/quantifying-the-business-need-for-digital-executive-protection-report-download

#liremote