Senior Enterprise Relationship Manager
What You Will Do
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Manage a portfolio of BlackCloak’s largest and most strategic enterprise clients, building trusted relationships with executive sponsors, security leaders, and the executives and families enrolled in the program
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Own retention and adoption results for your book of business, including NRR, logo retention, enrollment, onboarding, and utilization
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Lead onboarding for complex, high-profile accounts, working with Sales to set clear expectations and get members enrolled quickly
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Monitor account health and adoption, step in early when risk appears, and lead the plan to recover at-risk accounts
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Build executive-level relationships across each client so every account stays engaged through leadership changes
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Use account data and analytics to show clients the value of their program, and turn those insights into clear, compelling business reviews for senior stakeholders
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Use AI tools and workflows to automate routine work, analyze account data, and produce client-ready content, from business reviews to executive reports
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Coordinate trainings and work with internal teams to resolve client issues quickly
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Identify opportunities to expand program coverage and partner with Sales on strategy for your accounts
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Help shape the team’s playbooks, health criteria, and processes based on what you see in your accounts
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Mentor and support other ERMs, sharing best practices and helping onboard new team members
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Contribute to portfolio health reviews and forecasting with accurate, well-reasoned account assessments
What You Need to be Successful
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Bachelor’s degree in a relevant field, or equivalent experience
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5+ years of experience in customer success or account management, with a focus on enterprise clients
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Solid understanding of cybersecurity and privacy concepts, and the ability to discuss them credibly with security leaders
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Confident communication and executive presence, including leading business reviews and difficult conversations with senior stakeholders
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Strong analytical skills, with experience using data to assess account health, forecast risk, and show clients the value of their program
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Hands-on experience with AI tools and building AI-assisted workflows that improve how you and your team work
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Deep experience with a CRM or client success platform (Planhat, Gainsight, Salesforce, or similar)
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Proven track record of driving retention and adoption, with working knowledge of metrics such as NRR, logo retention, and utilization
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Experience managing escalations and recovering at-risk accounts
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Ability to work independently, manage a complex book of business, and help improve team processes
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Interest in mentoring and supporting other team members
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Discretion and sound judgment when working with executives, high-net-worth individuals, and sensitive personal information
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Willingness to travel to meet with clients when needed
Skills
As published by lever · 6 questions · 4 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, BlackCloak
Pick from a list (2)
- Is your primary residence located within the United States of America? optional
- Do you now, or will you in the future, require sponsorship from your employer? optional
Written answers (4)
- BlackCloak offers an exceptional benefits package, including paid employee insurance premiums, 401k match, and stock options on top of base salary. Considering this, what is your base salary expectation.
- How much ARR is in your current portfolio, and how many accounts make up that number? What’s your largest account?
- What size companies are in your portfolio, and are any of them Fortune 500 or large enterprise? Who are your main stakeholders, and how senior are they?
- Have you been directly responsible for net dollar retention or net revenue retention? What was your number over the last year or two, and what were the biggest factors behind it?