DL
Dalriada Trustees LimitedClient Onboarding Specialist
Client Onboarding Specialist facilitating onboarding for pension clients. Managing scheme documentation and ensuring compliance during client transitions.
CT
Hybrid Customer Onboarding Specialist
Posted 1 minute ago
About the role
- Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio’s suite of products;
- Identify what would indicate a customer’s “first value” and drive towards achieving it;
- Take complete responsibility for your ownership window as part of a customer’s entire Clio lifecycle, including setting customers up successfully for post-ownership window;
- Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible;
- Manage multiple client cases at a time with strict observance of associated tasks and deadlines (as defined by the department);
- Own customer account health with Clio’s suite of products, mitigating risk through proactive churn prevention;
- Be confident, articulate, and sensitive to the needs of customers and internal partners;
- Contribute regularly to our customer-facing knowledge base [Help Center];
- Partner with other members of the Customer Enablement and Tech Esc teams to develop processes around the design, development, extraction and training activities;
- Gain an expert understanding of and stay up to date with Clio’s suite of products and common workflows;
- Demonstrates mastery in Clio's Suite of products and the internal tools used by the Enablement Team;
- Balance your schedule autonomously and consistently exceed your KPIs focused on high adoption/low churn;
- Act as ongoing mentor for our junior colleagues to develop our coaching muscles and work as a team to get the job done;
- Consistently reaching core KPI’s;
- Consistent SOP completion, client and internal follow-ups, and discovers ways to be efficient;
- Identifies process improvement initiatives and brings those to leadership/the greater team;
- Manages difficult customer escalations and asks for help in unique and new cases;
- Work to customize the onboarding journey according to each firm's needs;
Requirements
- Healthy customer obsession and focus on delivering exceptional client experience.
- Proactive mindset, constantly thinking outside the box to employ creative solutions where appropriate.
- Effortless communication skills, confident and sensitive to the needs of customers (internal and external) of all abilities.
- Comfort and confidence facilitating ‘in person’ live sessions through Zoom.
- Demonstrate a keen interest in improving your craft by using AI
- A demonstrated understanding of the legal industry and the needs of legal professionals.
- Experience with Salesforce or other SaaS tools.
- Experience working with API-driven applications.
- Proven track record in a dynamic startup environment.
- Bachelor’s degree or equivalent experience.
Benefits
- Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
- Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
- Flexible time off policy, with an encouraged 20 days off per year.
- $2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
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