Manager, Customer Onboarding

Manager, Customer Onboarding (Mid-Market)

We are currently seeking a Manager, Customer Onboarding and Implementation to join our Customer Success department in Burnaby or Toronto.

Reporting to the Senior Manager of Onboarding, this role will be responsible for oversight of the team responsible for the Onboarding and Implementation of our highest value customers (19 through to 100+ users)

Who you are:

We are looking for a leader to join our leadership team who will bring strong experience not only delivering on current approaches but also leaning in to innovate and advance our delivery to a best in class Implementations and Onboarding experiences for high value customers.

What your team does:

Your Onboarding team includes Onboarding Specialists and Implementation Managers who leverage a deep understanding of enterprise customer goals & workflows to help them achieve concrete and rewarding value at the right time.

Working closely alongside our Customer Success Managers, Data Migrations & Account Builder teams, Professional Services team and our external consultant partners the team's goal is to provide a seamless onboarding experience that empowers our customers to move on to strong product adoption.

What you'll work on:

• Working alongside the Senior Manager and management peers to collaborate on the vision, strategy roadmap and goals to successfully innovate our large firm Onboarding and Implementation team approach
• Experience building out processes and project management best practices that drives toward on-time delivery of customer projects
• Overseeing the growth and productivity of the department members through appropriate training, coaching, quality assurance, and monitoring. Identifying individual development plans to improve both on individual and overall team performance.
• Leveraging your Implementation expertise to build out a strong Implementation function within Clio
• Driving tactical and strategic ideas, projects and initiatives that support a seamless tiered onboarding experience.Your efforts will culminate in high customer adoption rates and low churn.
• Collaborating cross functionally with our pre and post sales customer facing teams to enable maximum impact.
• Assisting in implementing and analyzing key metrics and other performance indicators and delivering strategies to improve existing service levels.
• Acting as an escalation point for service resolution and challenging customer issues.
• Incorporating relevant feedback mechanisms and act accordingly to ensure impactful changes in service delivery models.
• Living and role modeling the Clio company Values.

What you bring:

• Have 3+ years of progressive leadership experience including 2+ years as a manager of managers.
• Have experience leading teams responsible for Customer Success, Professional Services and/or Implementation/ Project Management
• Have strong experience building out Implementation/ Project Management functions and processes
• Have experience using a CRM system to manage customer ownership and interactions.
• Have experience working closely with Sales organizations.
• Have experience working in a SaaS company.
• Are passionate about helping customers achieve their goals through technology.
• Are a leader and coach with high standards and an obsession for doing right by customers.
• Get inspired by the idea that we can build something that the broader Customer Success industry will look at and ask 'how did they do that?'
• Thrive in a rapidly changing environment and are excited by interesting and complex challenges.
• Are comfortable thinking outside of the box; not afraid to experiment and understands the value of learning from failures on the path to success.
• Are a clear and concise communicator whose communication style is grounded in empathy and radical candor.
• Are someone who can lead by example with patience, understanding, and compassion.
• Are someone who has a commitment to diversity and inclusion and working with teams from diverse backgrounds.

Bonus points if you have:

• Experience with using Salesforce.com
• Experience with Customer Success platforms (Churnzero)
• Experience building scalable learning solutions
• Background in adult learning practices

What you will find here:

Compensation is one of the main components of Clio's Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day.
• Flexible time off policy, with an encouraged 20 days off per year.
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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 Manager, Customer Onboarding and Implementation to join our Customer Success department in Burnaby or Toronto.

Reporting to the Senior Manager of Onboarding, this role will be responsible for oversight of the team responsible for the Onboarding and Implementation of our highest value customers (19 through to 100+ users)

Who you are:

We are looking for a leader to join our leadership team who will bring strong experience not only delivering on current approaches but also leaning in to innovate and advance our delivery to a best in class Implementations and Onboarding experiences for high value customers.

What your team does:

Your Onboarding team includes Onboarding Specialists and Implementation Managers who leverage a deep understanding of enterprise customer goals & workflows to help them achieve concrete and rewarding value at the right time.

Working closely alongside our Customer Success Managers, Data Migrations & Account Builder teams, Professional Services team and our external consultant partners the team's goal is to provide a seamless onboarding experience that empowers our customers to move on to strong product adoption.

What you'll work on:

• Working alongside the Senior Manager and management peers to collaborate on the vision, strategy roadmap and goals to successfully innovate our large firm Onboarding and Implementation team approach
• Experience building out processes and project management best practices that drives toward on-time delivery of customer projects
• Overseeing the growth and productivity of the department members through appropriate training, coaching, quality assurance, and monitoring. Identifying individual development plans to improve both on individual and overall team performance.
• Leveraging your Implementation expertise to build out a strong Implementation function within Clio
• Driving tactical and strategic ideas, projects and initiatives that support a seamless tiered onboarding experience.Your efforts will culminate in high customer adoption rates and low churn.
• Collaborating cross functionally with our pre and post sales customer facing teams to enable maximum impact.
• Assisting in implementing and analyzing key metrics and other performance indicators and delivering strategies to improve existing service levels.
• Acting as an escalation point for service resolution and challenging customer issues.
• Incorporating relevant feedback mechanisms and act accordingly to ensure impactful changes in service delivery models.
• Living and role modeling the Clio company Values.

What you bring:

• Have 3+ years of progressive leadership experience including 2+ years as a manager of managers.
• Have experience leading teams responsible for Customer Success, Professional Services and/or Implementation/ Project Management
• Have strong experience building out Implementation/ Project Management functions and processes
• Have experience using a CRM system to manage customer ownership and interactions.
• Have experience working closely with Sales organizations.
• Have experience working in a SaaS company.
• Are passionate about helping customers achieve their goals through technology.
• Are a leader and coach with high standards and an obsession for doing right by customers.
• Get inspired by the idea that we can build something that the broader Customer Success industry will look at and ask 'how did they do that?'
• Thrive in a rapidly changing environment and are excited by interesting and complex challenges.
• Are comfortable thinking outside of the box; not afraid to experiment and understands the value of learning from failures on the path to success.
• Are a clear and concise communicator whose communication style is grounded in empathy and radical candor.
• Are someone who can lead by example with patience, understanding, and compassion.
• Are someone who has a commitment to diversity and inclusion and working with teams from diverse backgrounds.

Bonus points if you have:

• Experience with using Salesforce.com
• Experience with Customer Success platforms (Churnzero)
• Experience building scalable learning solutions
• Background in adult learning practices
• Previous work experience in high volume customer onboarding.

What you will find here:

Compensation is one of the main components of Clio's Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day.
• 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

The expected salary range* for this role is $100,800 to $151,400 CAD. Please note there are a separate set of salary bands for other regions based on local currency.

*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

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 . We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

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 clio.com/careers

Manager, Customer Onboarding (Mid-Market)

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