• 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.

• Act as a reliable point of contact for day-to-day client needs. • Conduct regular syncs to gather updates, clarify priorities, and set expectations. • Build trust through consistent communication and timely follow-ups. • Surface concerns early and provide clear, actionable recommendations. • Support talent with clarity on tasks, responsibilities, and expectations. • Provide coaching and guidance to improve performance and communication. • Track attendance, workload, and overall delivery quality. • Help new hires or transitioning staff get aligned quickly. • Ensure all deliverables, tasks, and timelines remain on track. • Maintain and update SOPs as workflows evolve. • Identify operational risks or bottlenecks and escalate appropriately. • Collaborate with internal support teams to close gaps in service delivery. • Anticipate potential misunderstandings and address them early. • De-escalate issues using balanced communication and objective reasoning. • Protect both client satisfaction and talent stability through fair handling.

Role Description American Specialty Health Incorporated is seeking a Client Services Manager I - Clinical to join our Client Services – Clinical (CTC) department. This position will serve as primary contact to designated clients for service-related activities and new program implementations. Salary Range $48,000 to $60,000 Full-Time Annual Salary Range. Remote Worker Considerations - Candidates will be trained remotely and must work from home (WFH) in a designated work area with company-provided technology equipment. - This position requires a stable internet connection with a minimum download speed of 50 Mbps and upload speed of 10 Mbps (100 down/20 up recommended). Responsibilities - Handles service activities to support existing client relationships and implement new programs. - Acts as primary contact and client advocate on behalf of ASH with assigned clients. - Serves as the source of knowledge regarding assigned client relationships and programs. - Leads the implementation process and/or provides day to day service for low to medium complex programs. - Accepts and/or returns phone calls from clients within the same business day received, Monday through Friday, 8 A.M. to 5 P.M. PST. - Acknowledges receipt of emails from clients within 24 hours of receipt. - Creates and distributes routine status reports and implementation work plans as applicable to internal and external clients. - Keeps department executives abreast of issues related to assigned clients on a routine basis. - Communicates with department executives and members of the Executive Management Team on high level issues to ensure appropriate response and resolution. - Seeks support from and provides account updates at Key Process Team (KPT) meetings as appropriate. - Maintains timely and accurate documentation of client interactions, activities, processes and issue resolution; ensures meeting minutes and action items are prepared and documented within two days of a client meeting. - Utilizes and directs support staff with facilitation of administrative activities and servicing issues. - Establishes and maintains positive and professional relationships with internal and external clients and customers. - Interfaces with ASH staff to resolve issues, answer questions and triage responses. - Proactively engages internal customers and subject matter experts to effectively manage internal and external customer expectations. - Routinely engages client contacts to provide proactive service and actively assess client status, concerns and expectations. - Coordinates Performance Standard Meetings and/or Joint Operational Committee Meetings with clients and provides client support for operational trainings. - Handles necessary administrative duties to properly support or implement health plan accounts. - Acts as a back-up for other Client Services Managers. - Keeps abreast of ASH policies and procedures. - Seeks support and training from designated Client Services Manager II, Senior Client Services Manager, and/or Director, Client Services to gain experience and skills required to advance to a Client Services Manager II. - Provides departmental support for maintaining key documents such as benefit breakdown grids, client readiness grid, upcoming implementation grid and files. - Participates in client and prospective client entertainment and assists with other functions and projects, as requested. Qualifications - Bachelor’s degree in related field or equivalent experience (high school diploma required if equivalent experience). - Minimum two years’ experience in an equivalent client, account or project management position; and general experience providing high level and complex customer support. - Experience servicing managed health care plans (HMO, PPO, POS and related plans) preferred. - Proficient in MS Office with experience in database management and spreadsheet creation and maintenance. Core Competencies - Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships. - Ability to display excellent customer service to meet the needs and expectations of both internal and external customers. - Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment. - Ability to effectively organize, prioritize, multi-task and manage time. - Demonstrated accuracy and productivity in a changing environment with constant interruptions. - Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions. - Ability to exercise strict confidentiality in all matters. Mobility - Primarily sedentary, able to sit for long periods of time. Physical Requirements - Ability to speak, see and hear other personnel and/or objects. - Ability to communicate both in verbal and written form. - Ability to travel within the facility, within region, and nationally by car and plane as needed. - Capable of using a telephone and computer keyboard. - Ability to lift up to 10 lbs. Environmental Conditions - Work-from-home (WFH) environment. Equal Opportunity Statement American Specialty Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to any protected status.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This position will serve as primary contact to designated clients for service-related activities and new program implementations. - Handles service activities to support existing client relationships and implement new programs. - Acts as primary contact and client advocate on behalf of ASH with assigned clients. - Serves as the source of knowledge regarding assigned client relationships and programs. - Leads the implementation process and/or provides day to day service for low to medium complex programs. - Accepts and/or returns phone calls from clients within the same business day received, Monday through Friday, 8 A.M. to 5 P.M. PST. - Acknowledges receipt of emails from clients within 24 hours of receipt. - Creates and distributes routine status reports and implementation work plans as applicable to internal and external clients. - Keeps department executives abreast of issues related to assigned clients on a routine basis. - Communicates with department executives and members of the Executive Management Team on high level issues to ensure appropriate response and resolution. - Seeks support from and provides account updates at Key Process Team (KPT) meetings as appropriate. - Maintains timely and accurate documentation of client interactions, activities, processes and issue resolution; ensures meeting minutes and action items are prepared and documented within two days of a client meeting. - Utilizes and directs support staff with facilitation of administrative activities and servicing issues. - Establishes and maintains positive and professional relationships with internal and external clients and customers. - Interfaces with ASH staff to resolve issues, answer questions and triage responses. - Proactively engages internal customers and subject matter experts to effectively manage internal and external customer expectations. - Routinely engages client contacts, to provide proactive service and actively assess client status, concerns and expectations. - Coordinates Performance Standard Meetings and/or Joint Operational Committee Meetings with clients and provides client support for operational trainings. - Handles necessary administrative duties to properly support or implement health plan accounts. - Acts as a back-up for other Client Services Managers. - Keeps abreast of ASH policies and procedures. - Seeks support and training from designated Client Services Manager II, Senior Client Services Manager, and/or Director, Client Services to aide in gaining the experience and skills required to advance to a Client Services Manager II. - Provides departmental support for maintaining key documents such as benefit breakdown grids, client readiness grid, upcoming implementation grid and files as well as participates in client and prospective client entertainment and assists with other functions and projects, as requested. Qualifications - Bachelor’s degree in related field or equivalent experience. If equivalent experience, high school diploma required. - Minimum two years’ experience in an equivalent client, account or project management position; and general experience providing high level and complex customer support. - Experience servicing managed health care plans (HMO, PPO, POS and related plans) preferred. - Proficient in MS Office with experience in database management and spreadsheet creation and maintenance. Requirements - Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships. - Ability to display excellent customer service to meet the needs and expectations of both internal and external customers. - Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment. - Ability to effectively organize, prioritize, multi-task and manage time. - Demonstrated accuracy and productivity in a changing environment with constant interruptions. - Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions. - Ability to exercise strict confidentiality in all matters. Mobility - Primarily sedentary, able to sit for long periods of time. Physical Requirements - Ability to speak, see and hear other personnel and/or objects. - Ability to communicate both in verbal and written form. - Ability to travel within the facility, within region, and nationally by car and plane as needed. - Capable of using a telephone and computer keyboard. - Ability to lift up to 10 lbs. Environmental Conditions - Work-from-home (WFH) environment.