Senior Manager, Enterprise Customer Success and Implementation
1 month ago
About the Role:
We are seeking a highly skilled Senior Manager to lead our Enterprise Customer Success and Implementation team. As a key member of our leadership team, you will be responsible for driving the growth and productivity of our department members, leveraging your expertise to build out a strong Implementation function, and collaborating cross-functionally with our pre and post-sales customer-facing teams.
Key Responsibilities:
- Oversee the growth and productivity of the department members through training, coaching, quality assurance, and monitoring.
- Leverage your Implementation expertise to build out a strong Implementation function within Clio.
- Collaborate cross-functionally with our pre and post-sales customer-facing teams to enable maximum impact.
- Assist in implementing and analyzing key metrics and other performance indicators and delivering strategies to improve existing service levels.
- Act as an escalation point for service resolution and challenging customer issues.
Requirements:
- 3+ years of progressive leadership experience, including 2+ years as a manager of manager.
- Experience leading teams responsible for Enterprise Customer Success, Professional Services, and/or Implementation.
- Strong experience building out Implementation functions and processes.
- Experience using a CRM system to manage customer ownership and interactions.
- Experience working closely with Sales organizations.
- Experience working in a SaaS company.
What We Offer:
- Competitive, equitable salary with top-tier health benefits, dental, and vision insurance.
- Hybrid work environment with expectation for local Clions to be in office at least once per week.
- Flexible time off policy with an encouraged 20 days off per year.
- $2000 annual counseling benefit.
- RRSP matching and RESP contribution.
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