Director, Technical Success

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. 

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. The ideal candidate is a seasoned leader with a deep technical background and a passion for building and mentoring high-performing teams. 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. 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.

• 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.

• 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. 
• 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 a 100% employer-paid monthly premium option 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

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