• Build close, trust-based relationships with the clients you manage • Advise clients on identifying and effectively leveraging opportunities across their customers' digital journey • Drive the continuous expansion of the business relationship with multiple clients • Prepare proposals and, together with colleagues from the Client Partner team, be accountable for the agency's annual order volume

• 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.