Customer Success Specialist, Legal Content

3 weeks ago

Toronto, 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:

- What your team does:
- Clio Draft is a SaaS platform focused on increasing convenient access to legal services with technology. Our platform solves a fundamental gap in the current legal automation market by making it easy to incorporate programmable documents into digital legal workflows. We work with more than 1,500 law firms, legal aid organizations and non-profits to generate more than 40,000 legal documents per day, which helps our users save time and reduce errors on routine legal drafting and court forms. Our tools are being used to help people more conveniently access their rights and legal protections, and our team is growing quickly.- Who you are:
- You are excited about technology and the impact that it can have to transform the legal experience for all. You have demonstrated legal experience. You appreciate the pain points and challenges facing busy legal professionals. You are able to understand and communicate the nuances of different legal work flows. You interact easily, kindly, and professionally with all manner of individuals from various backgrounds and cultures. You are genuinely empathetic and seek ways to help your customers and develop meaningful connections. You have a problem solver mentality and enjoy digging into complex issues. You are looking for a position with growth potential at a company that will treat you with dignity and respect. Salary commensurate with experience.- What you’ll work on:- Become an expert on Clio Draft and Clio’s suite of other software solutions together with the value opportunities they offer to help streamline legal workflows;
- Initiate and maintain productive communications with customers about their practice needs and preferences;
- Coach and teach new customers on how to use Clio Draft while always looking for new ways to help customers get more value;
- Build meaningful relationships with customers and maintain high-standards of professionalism and customer service in all interactions;
- Drive customer engagement and help deliver value to customers across all stages of the customer lifecycle;
- Develop templates and deliver content and programming to help customers learn how to use and engage with Clio Draft;
- Break down complex concepts into smaller, more manageable pieces and help connect dots between problems and solutions both with customers and internally across departments;
- Become a voice for the customers by internally advocating for features and process to improve the customer experience;
- Document and recreate customer issues to help troubleshoot.- What you may have:- 3+ years of legal experience and/or training at a paralegal or higher level or Juris Doctor or equivalent degree from an accredited law school preferred.
- Technical aptitude with ability and desire to learn new technologies;
- A strong understanding of cloud-based legal technologies and a demonstrated understanding of the legal industry and the needs of legal professionals;
- Self-motivated and flexible with experience in a fast-paced environment, including managing multiple projects and competing priorities;
- Able to work successfully in a collaborative or team environment;
- Well-organized, reliable, and resourceful;
- Excellent communication skills;
- Strong and demonstrable logical reasoning and analytical thinking abilities;
- Humility plus strong opinions that are loosely held;
- Genuine empathy, strong interpersonal skills and ability to make customers feel appreciated and valued;
- Adaptable: willing to adopt new procedures, methods, or softwares on short notice;- Serious Bonus points if you have:- Juris Doctor or equivalent degree from an accredited law school preferred.- 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:- The expected salary range** for Canadian applicants for similar roles within Clio is: $78,200 - $109,200 CAD.
- 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-
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
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