Senior Onboarding Program Manager, BlackCloak
Client Success
$130-155k
Offers equity
More information about location
Digital executive protection
Job no longer available
Digital executive protection
101-200 employees
Job no longer available
$130-155k
Offers equity
More information about location
101-200 employees
Company mission
To protect the digital lives of those at great risk.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
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 benefits
- Fully remote
- Medical, Dental & Vision
- Flexible hours
- Generous Vacation Policy
- Competitive salary
- HSA
- Periodic Offsites
- 401k with employer match
- Home Office Stipend
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.
Ingrid Gliottone
(Customer Experience Officer)Prior to joining bLackCloak in 2019, Ingrid was a Director of Customer Success at ProcessUnity and a Director of Information Assurance at Viewpost. She also spent nearly 7 years at Citizens Financial Group, joining as a Risk Specialist before becoming a Risk Associate and Third Party Assurance Analyst.
Chris Linde
(Chief Administrative Officer & General Counsel)Previously, Chris was an Attorney at Losey and Burr & Forman, COO & General Counsel at Habitat for Humanity Greater Orlando & Osceola County, and an Associate General Counsel at Viewpost.
Rob Duncan
(CRO)Rob joined BlackCLoak in 2022 as VP of Global Sales, moving into the role of CRO in 2025. Prior to BlackCloak, he was a VP of Global Sales at Theta Lake, VP of Americas West & LATAM at Forescout Technologies and VP of Sales, Americas at Avi Networks.
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