Customer Success Strategist
6 days ago
Clio, the global leader in cloud-based legal technology, is seeking an experienced Customer Success Strategist to drive account growth and customer satisfaction. Reporting to the Senior Manager of Customer Account Management, this role will champion the team's goal of delivering exceptional customer experiences.
The ideal candidate will be a seasoned professional with a passion for customer success and a proven track record in driving business growth. They will possess excellent communication and leadership skills, with the ability to motivate and develop a high-performing team.
Key Responsibilities- Act as a player-coach to the team, providing coaching, mentorship, and administration to Customer Account Managers.
- Develop and execute strategies to drive customer engagement and retention, leveraging data and analytics to inform decision-making.
- Collaborate with cross-functional teams, including Sales, Product, and Marketing, to ensure alignment and maximize business impact.
- Identify and prioritize opportunities for process improvements and workflow enhancements, implementing changes that drive efficiency and productivity.
- Develop and maintain internal documentation, including Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and knowledge-base articles.
- 2+ years of experience in a customer-facing role, with a proven track record in customer success and business growth.
- 1-2 years of previous leadership experience, with a strong focus on people management and development.
- Excellent communication and leadership skills, with the ability to motivate and develop a high-performing team.
- A passion for data-driven decision-making and a willingness to leverage analytics to inform strategy.
- Experience working with Salesforce or other SaaS tools, with a solid understanding of customer relationship management principles.
- Bachelor's degree or equivalent experience.
Clio is a global leader in cloud-based legal technology, transforming the legal experience for all. With a commitment to diversity, equity, and inclusion, we empower our teams to do their best work and strive for excellence in everything we do.
As a valued member of our team, you'll enjoy a competitive salary, top-tier benefits, and opportunities for growth and development. Join us in our mission to revolutionize the legal industry and create a more inclusive and equitable world.
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