Hybrid Intermediate Customer Onboarding Specialist

at Clio - Cloud-Based Legal Technology

• Job title: Intermediate Customer Onboarding Specialist
• Job type: Full Time
• Experience level: Junior
• 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 guiding legal professionals in mastering Clio’s suite of products. Building relationships and ensuring successful onboarding experiences.

Responsibilities

• Become a Clio Draft expert by mastering the art of building templates that incorporate fields and data in other Clio products to increase efficiency for customers, and understand Court Forms and how to maximize customer data usage with these standardized forms;
• Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio Draft and Clio’s suite of products;
• Take opportunities to build your legal knowledge to better collaborate with customers and help them use our product to meet their needs;
• Build meaningful relationships with customers and maintain high standards of professionalism and customer service through all interactions;
• 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 Draft lifecycle, including setting customers up successfully for post-ownership window;
• Break down complex concepts into smaller, more manageable pieces and help connect dots between problems and solutions both with customers and internally across departments;
• 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;
• Become a voice for the customers by internally advocating for features and process to improve the customer experience;
• Manage difficult customer escalations and asks for help in unique and new cases;
• Work to customize the onboarding journey according to each firm's needs;
• Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible;
• Partner with other members of the Customer Enablement and Technical Escalations teams to develop processes around the design, development, extraction and training activities;
• Demonstrate mastery in Clio's internal tools used by the Enablement Team;
• Act as ongoing mentor for our junior colleagues to develop our coaching muscles and work as a team to get the job done;
• Identify process improvement initiatives and bring those to leadership/the greater team;

Requirements

• 1+ years of legal experience at a paralegal or higher level;
• A demonstrated understanding of the legal industry and the needs of legal professionals;
• A commitment to customer service and stewardship with the ability to connect with all types of people;
• Experience teaching others new and complex skills using approaches that address differentiated learning styles;
• Tech-savviness and ability to learn new software and systems.
• Excellent communication skills, including written, verbal and electronic, together with the ability to present to groups;
• Self-motivated and flexible with experience in a fast-paced environment, including managing multiple projects and competing priorities;
• Well-organized, reliable, and resourceful;
• Action-oriented with the capacity to exercise good independent professional judgment;
• Ability to remain calm and polite under pressure;
• Adaptable: willing to adopt new procedures, methods, or softwares on short notice;
• Open-minded: willing to view problems and solutions from all angles.

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