Hybrid Customer Onboarding Specialist

at Clio - Cloud-Based Legal Technology

• Job title: Customer Onboarding Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$70,200 - CA$95,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Vancouver, Canada

About the role

• Customer Onboarding Specialist helping legal professionals adopt Clio’s suite of products. Conducting training sessions and ensuring client success throughout the onboarding lifecycle.

Responsibilities

• 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