Customer Onboarding Specialist

7 days ago

Vancouver, British Columbia, Canada Clio Full time

  • Clio
is more than just a tech company-we are a global leader that is transforming the legal experience for all by
bettering the lives of legal professionals
while
increasing access to justice

Summary:


We are currently seeking a Customer Onboarding Specialist to join our Customer Enablement team in Burnaby or Toronto, or remotely across Canada (excluding Québec).


We are looking for a high output, thoughtful, and skilled onboarding specialist to add value, energy, and technical expertise to our team.

You thrive in the spotlight with customers, eager to spend as much of your day as you can helping them be successful.

You not only have the technical chops but also have mastered the art of customer experience to deliver on onboarding sessions as part of a customer's full life cycle.

This includes setting them up for success long term, and delivering value in every interaction.

You are a troubleshooting expert, and a consummate people person with deep empathy for ensuring that our employees and customers needs are understood and expectations are not only met, but exceeded.


What your team does:
Our Customer Enablement team is hyper-focused on providing exceptional onboarding and customer experience through our customers' lifecycles.

We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers' businesses.


What you'll work on:

  • Conduct daily live strategy and training sessions, engaging attendees with internal tools such as Zoom video, CSAT and Salesforce;
  • Identify what would indicate a customer's "first value" and drive towards achieving it to ensure the customer is set up to realize Clio's total value for their firm;
  • Take complete responsibility for your ownership window as part of a customer's entire Clio lifecycle, including setting customers up successfully for postownership 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 customerfacing 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 as well as industry best practices based on our client's area of law;
  • And other duties as required.

What you may have:

  • 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.

Serious bonus points if you have:

  • Experience with Salesforce or other SaaS tools.-
  • Proven track record in a dynamic startup environment.
  • Bachelor's degree or equivalent experience.
Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to
- diversity, equity and inclusion

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at

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