Director of Technical Success, BlackCloak
$165-175k
+ Company Equity
More information about location
Digital executive protection for executives
Be an early applicant
Digital executive protection for executives
21-100 employees
Be an early applicant
$165-175k
+ Company Equity
More information about location
21-100 employees
Company mission
To protect the digital lives of those at great risk.
Role
Who you are
- The ideal candidate is a seasoned leader with a deep technical background and a passion for building and mentoring high-performing teams
- 5+ years of direct experience in a customer support, solutions engineering, or similar technology role
- 5+ years of relevant experience, preferably in areas such as information technology, cybersecurity, privacy, identity theft, fraud
- Experience working with executive level clients
- Relevant industry certifications are highly desirable, such as GIAC (GCIH, GCFA), CISSP, or CompTIA Security+
- 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 (speaking) and/or email
- Excellent problem-solving skills and the ability to communicate complex technical concepts to both technical and non-technical audiences
- If you're passionate about customers, managing a team, protecting against cyber threats and you thrive in a fast-paced environment, we want to hear from you
What the job involves
- Ready to be on the front lines of cybersecurity? BlackCloak is looking for a sharp and proactive Director, Technical Success to lead our client-facing technical teams
- In this critical leadership role, you'll be responsible for ensuring our customers' success by overseeing all aspects of our technical support and onboarding functions
- You'll play a vital role in shaping our customer experience, driving operational excellence, and bridging the gap between our clients' needs and our product's capabilities
- Team Leadership & Management: Lead, mentor, and coach a team of Technical Account Managers. Manage performance, conduct regular one-on-ones, and foster a positive, high-performing team culture
- Product Knowledge: Deeply understand the product's capabilities, especially from a security and/or technical perspective
- Onboarding & Implementation: Oversee the successful technical onboarding of all new clients onto our application. Ensure a smooth and efficient process that sets customers up for long-term success
- Reactive & Proactive Support: Manage a team that provides both reactive and proactive support. Ensure timely and effective resolution of customer issues and inquiries
- Scheduling & Operations: Create and manage a rotating team schedule that provides technical support coverage from 8 AM to 2 AM, Monday through Sunday
- Process Improvement: Identify opportunities to improve team efficiency, communication, and overall service quality. Develop and implement best practices for client support and issue resolution
- Customer Advocacy: Act as a point of escalation for high-priority customer issues. Advocate for customer needs internally, working closely with product, engineering, and sales teams to drive solutions and improve the customer experience
- Performance Metrics: Define, track, and report on key performance indicators (KPIs) for the team, such as response time, resolution time, support satisfaction scores (CSAT), and team productivity
Our take
As international cybersecurity efforts have strengthened corporate and state environments, cybercriminals are focusing more on individuals. High-net-worth and high-profile individuals are softer targets. And, whilst cybersecurity and defence companies focus on protecting larger networks, these people do not have a platform to fortify their digital assets.
BlackCloak provides this missing safety with digital executive protection for family offices and individuals, delivering a triple-pronged suite of digital guidance, concierge and automation tools. Its data hardening and financial safeguarding are complemented by location tracking and cyberstalking protection, reaching out of the digital space and into physical protection too.
The company differentiates itself in the crowded cybersecurity market by this focus on the individual over the company. And, with 28% of ultra-high-net-worth families, family offices and family businesses experiencing cyberattacks, it has a lot of potential. Investors think so too, investing funds that will be directed into further enhancing its platform.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Sep 2024
$17m
SERIES B
Jul 2021
$11m
SERIES A
Total funding: $30.7m
Company HQ
Central Business District, Orlando, FL
Leadership
Christopher Pierson
(Founder & CEO)Currently a Distinguished Fellow at Ponemon Institute and National Advisory Board Member at SecureWorld Expo. Was a Board Advisor at ViewPost and sat on the Advisory Committee for Data Privacy and Integrity Advisor for the US Department of Homeland Security.
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