Customer Account Manager

2 weeks ago

Vancouver, 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 Account Manager to join our Customer Enablement team. This role is for tenacious and driven individuals who are customer first naturals. This role has been designed to ensure maximum health for Clio customers who are through their onboarding period and may need a little additional help or could be (or become) a Clio promoter.

What your team does:
Our Account Management team is accountable for a large and diverse account base in terms of legal coverage: different law types (criminal, corporate, family for example), different customer types (lawyers, paralegals, office staff etc.), varied firms sizes and a varied workload. The team works to quickly connect with a customer on delivering value, and enable the relationship to guide the customer to first value, further value or away from churn. Account managers also take on any incoming refund requests and some accounts who may be looking to cancel.

What you'll work on:
- Directly impact important KPIs such as proactive churn prevention, adoption, expansion, customer retention, plus various project deliverables;- Proactively reach out to customers to ensure they are receiving value from Clio;- Re-engage customers with Clio usage through your understanding of the product, customer personas and the value available to our customers;- Consistently exceed sales targets. Identify, act upon, and convert revenue opportunities;- Provide analysis on conversion success, and iterate on opportunity type;- Manage and retain incoming lifecycle opportunities such as refunds and escalations;- Product knowledge expert - Demonstrate a deep/thorough understanding of Clio Products, integrations and customer workflows;- Executes on the most complex (non-technical) customer interactions;- Work on and lead cross-functional customer-driven and departmental projects;- Work as a point of escalation for Customer Account Managers;- Onboarding new employees, mentor and coach other team members to performance excellence;- Share feedback with the Product organization to ensure we are building with customer front of mind;- Reach out to promoters for the brand, referrals, revenue and possible advocacy opportunities;- Additional duties as required.

What you may have:
- 2+ Customer Success/Service/Support experience- 2+ years in an account manager or similar function- Sales experience- Experience working in or closely with Sales organizations- SaaS experience

Serious bonus points if you have:
- Salesforce 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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