Job Description
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.
Define, track, and report on key performance indicators (KPIs) for the team, such as response time, CSAT.
Onboarding & Support
Oversee the successful technical onboarding of all new clients onto our application.
Manage a team that provides both reactive and proactive support.
Ensure timely and effective resolution of customer issues and inquiries promptly.
Process Improvement & Advocacy
Identify opportunities to improve team efficiency and communication.
Act as a point of escalation for high-priority customer issues.
Advocate for customer needs internally, working closely with product, engineering, and sales teams.
About BlackCloak
BlackCloak protects corporate executives and high-profile individuals in their personal lives, mitigating risks to their families, companies, reputation, and finances.