BLACKCLOAK

• Build and manage detailed project plans across multiple simultaneous initiatives, including timelines, milestones, owners, and dependencies • Drive day-to-day execution across cross-functional teams, keeping workstreams on track and stakeholders aligned • Facilitate project kickoffs, status meetings, and retrospectives - and follow through to ensure decisions translate into action • Identify and escalate risks, blockers, and scope changes before they become problems, with a proposed path forward • Maintain a clear, real-time view of project health across your portfolio and communicate it consistently to leadership • Partner with team leads to resource projects appropriately and flag capacity constraints early • Create and maintain the systems, templates, and processes that make project execution repeatable and scalable across the org • Translate ambiguous initiatives into structured plans with clear deliverables, owners, and timelines • Track and report on progress against organizational priorities, surfacing insights that help leadership make faster, better decisions

• Interface with clients to remotely onboard them onto the BlackCloak platform • Respond to client inquiries, alerts, incidents, and questions • Triage cybersecurity alerts, assess the risk and deliver mitigation responses • Run network vulnerability assessment scans of client infrastructure • Communicate vulnerability and threat assessments to clients • Participate in the Incident Response Program • Be part of an on-call rotation and escalation team • Provide post-onboarding support to clients through periodic touchpoints as needed in a timely and professional manner • Participate in knowledge transfer sessions, product training and other strategic initiatives as needed • Mentor and support Client Success and Security Team Members • Maintain working knowledge of BlackCloak’s solutions, platform features and best practices • This role requires occasional time on nights and weekends to address client incidents, emergency onboardings and issues

• Gain hands-on experience with BlackCloak’s security operations center • Shadow and train alongside seasoned professionals • Safeguard high-profile individuals from advanced digital threats • Contribute to mission-critical projects • Develop skills for the private sector

• Participate in client onboarding sessions. • Provide advice and guidance (and assist as needed) in the creation of client onboarding and follow-up materials/activities. • Conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent. • Partner with the Technical Success team in responding to customer inquiries and coordinating resources to meet those needs. • Run client enablement and support sessions. • Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats and risks. Serve as a dedicated resource and point of contact to ensure the threats/risks are remediated or accepted by the client. • Serve as a dedicated case manager for confirmed identity theft incidents. Handle the end-to-end resolution process so the client does not have to navigate the bureaucracy alone. • Assist in the restoration of compromised accounts, including synthetic identity fraud, medical identity theft, and tax refund fraud. • Support Account teams by pulling data for client reports and participate in Quarterly Business Reviews and other ad hoc client meetings as requested. • Manage and record client interactions within the BlackCloak set of Client Success tools. • Contribute to client communications and education initiatives. • Maintain working knowledge of BlackCloak’s solutions, platform features, and best practices. • Support external and internal customer-facing initiatives and events. There is a potential for limited travel. • Participate in on-call shifts for client support, including nights and weekends, or as needed.

• Deploy and configure Endpoint Detection and Response (EDR) agents across client environments. Customize detection policies to minimize false positives and ensure seamless client business operations. • Analyze EDR telemetry to detect "living off the land" attacks and anomalies that traditional antivirus would miss. • Actively monitor client endpoints for malicious indicators. When threats are detected, immediately isolate compromised devices and communicate the scope of the incident to the customer and cross-functional teams supporting the customer. • Generate monthly executive summaries for clients detailing blocked attacks, health status, and ROI on their security investment. • Schedule and run next-gen vulnerability scans on client networks and execute penetration tests as applicable against client assets.. Review the results with the client's (or their IT point-of-contact), prioritize critical patches, and verify their remediation. • Monitor for threats and vulnerabilities specific to “Smart Home” and Internet of Things (IoT), alert impacted clients, and assist clients in the hardening of their home networks and IoT devices. • Proactively monitor the Dark Web and criminal forums for our clients' compromised credentials, leaked intellectual property, or domain spoofing. • Work with cross-functional teams to alert clients immediately upon discovery of leaked data and provide specific instructions on changing passwords or locking down accounts. • Manage the credit monitoring platform, and alert clients to changes in credit scores, new credit inquiries/accounts and other identity alerts that could indicate fraudulent activity. • In conjunction with Client Success Managers, serve as the dedicated case manager for confirmed identity theft incidents. Handle the end-to-end resolution process so the client does not have to navigate the bureaucracy alone. • Assist in the restoration of compromised accounts, including synthetic identity fraud, medical identity theft, and tax refund fraud. • Actively hunt for client PII on people-search sites and data broker databases. Manage the "opt-out" and removal process to minimize their public attack surface. • Identify repetitive manual tasks (e.g., alert triage, monthly reporting, initial containment) and build SOAR playbooks or scripts (Python/PowerShell) to automate them. • Evaluate and implement AI-driven tools to enhance threat detection accuracy. Utilize Machine Learning features within our stack to reduce "alert fatigue" and false positives. • Continuously assess our toolset's architecture. optimize API integrations between our Identity platforms, EDR, and ticketing systems to ensure we can handle increased client volume without linear headcount growth. • Conduct "Post-Mortem" reviews after incidents or complex identity cases to identify process gaps, updating standard operating procedures (SOPs) to be faster and smarter next time. • Recognize and codify attacker tools, tactics, and procedures in indicators of compromise (IOCs) that can be applied to current and future investigations • Develop custom scripts, tools, or methodologies to enhance our Incident Response processes • Develop comprehensive and accurate reports of forensic findings and Incident Response activities for both technical and executive audiences • Be part of an on-call rotation and escalation team • Participate in knowledge transfer sessions, product training and other strategic initiatives as needed • Maintain working knowledge of BlackCloak’s solutions, platform features and best practices • Mentor and support Client Success and Security Team Members • Work closely with the engineering and product teams to continuously improve BlackCloak products • Perform research and development on the latest cyber security attack and defense trends • Work with the sales team to do technical demonstrations and provide subject matter expertise • This position will require occasional time on nights and weekends to address client incidents, emergency onboardings and issues.

• Manage relationships with key clients across industries • Create value-add through regular touchpoints • Craft compelling reports on utilization and value-add stories • Partner with the Client Success Team to deliver exceptional corporate and individual client engagement • Research and build new relationships within existing accounts, including with executive stakeholders • Collaborate with members of the BlackCloak Executive team - making sure every client has connections with our senior leadership team • Create strategies and take necessary actions for maintaining industry-best renewal rates, on-time • Meet and exceed upsell targets • Prepare and deliver ongoing account renewal and revenue expansion forecasts • Work side-by-side with account executives, bringing in new corporate clients to ensure a seamless onboarding process and transition to account manager • Provide weekly utilization reports internally • Report to clients monthly and quarterly, or weekly, as required.

• Exceed monthly, quarterly, and annual revenue goals to continue our explosive growth. • Build relationships with key decision-makers in information security departments across a variety of industries. • Excel at prospecting, product demonstrations, pipeline management and closing abilities. • Develop your territory, writing plans for pipeline creation, reporting progress, and forecasting to the Head of Enterprise Sales. • Other duties as assigned.

• Serve as the initial point of contact to quickly and appropriately answer, respond to, and resolve client questions, needs, and technical issues. • Manage tickets and ticket queues, ensuring all client issues are responded to and resolved within established SLA's. • On demand, provide clients with advice and guidance on privacy and identity theft matters, demonstrating a working knowledge of best practices. • Cross-Team Coordination: Coordinate internal resources (including the Account Success and Cybersecurity teams) to address and resolve complex client inquiries and needs. • Enroll clients’ mobile and computer devices onto the BlackCloak platform • Manage and record all client interactions within the designated Support platform (or BlackCloak's set of Client Success tools). • Maintain working knowledge of BlackCloak’s solutions, platform features, best practices, and contribute to client communications and education initiatives. • Actively participate in knowledge transfer sessions, product training, and other strategic initiatives to ensure individual, team, company, and client success. • Support external and internal customer-facing initiatives and events. • Participate in on-call shifts for client support, including nights and weekends, or as needed.

• Own the end-to-end talent lifecycle from acquisition onboarding, performance management, learning and development, engagement, retention and off-boarding aligned to our mission and talent strategy. • Design an environment where people feel energized, included, and empowered to do their best work. • Ensure that as the company grows, it never loses the "soul" of what makes BlackCloak special. • Be an experienced, hands-on HR leader who thrives in a scaling environment, assessing what the organization needs, designing practical solutions, and rolling up your sleeves to implement policies, processes, and tools in a fast-paced, fully virtual environment.

• Participate in client onboarding sessions. • Manage a dedicated portfolio of BlackCloak’s most complex and high-profile clients, serving as their primary strategic advisor on personal digital privacy and security. • Provide advice and guidance (and assist as needed) in the creation of client onboarding and follow-up materials/activities. • Conduct periodic outreach to existing clients to ensure clients are utilizing the BlackCloak platform to its fullest extent. • Partner with other CSM and the Technical Success team in responding to customer inquiries and coordinating resources to meet those needs. • Run client enablement and support sessions. • Work with cross-functional teams to alert clients immediately upon discovery of new cyber or privacy threats and risks. Serve as a dedicated resource and point of contact to ensure the threats/risks are remediated or accepted by the client. • Act as the lead investigator and restoration specialist for severe identity theft cases and complex compromised accounts, handling sensitive situations with extreme discretion. • Analyze client threat landscapes to create bespoke security plans, going beyond standard onboarding to implement advanced privacy hardening techniques. • Support Account teams by pulling data for client reports and participate in Quarterly Business Reviews and other ad hoc client meetings as requested. • Manage and record client interactions within the BlackCloak set of Client Success tools. • Act as a peer mentor to Level I CSMs, shadowing their calls and providing constructive feedback on soft skills and technical accuracy. • Contribute to client communications and education initiatives. • Maintain working knowledge of BlackCloak’s solutions, platform features, and best practices. • Support external and internal customer-facing initiatives and events. There is a potential for limited travel • Participate in on-call shifts for client support, including nights and weekends, or as needed.