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Intermediate Customer Onboarding Specialist

2 weeks ago

Vancouver, British Columbia, Canada Themis Solutions Full time

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. 

We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary:

We are looking for a high output, thoughtful, and skilled onboarding specialist to add value, energy, and technical expertise to our team. You thrive in the spotlight with customers, eager to spend as much of your day as you can helping them be successful. You not only have the technical chops but also have mastered the art of customer experience to deliver on onboarding sessions as part of a customer's full life cycle. This includes setting them up for success long term, and delivering value in every interaction. You are a troubleshooting expert, and a consummate people person with deep empathy for ensuring that our employees and customers needs are understood and expectations are not only met, but exceeded.

What your team does:

Our Customer Onboarding & Data Migration team is hyper-focused on providing exceptional onboarding and customer experience through our customers' lifecycles. We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers' businesses.

What you'll work on:

  • Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio's suite of products; 

  • Identify what would indicate a customer's "first value" and drive towards achieving it;

  • Take complete responsibility for your ownership window as part of a customer's entire Clio lifecycle, including setting customers up successfully for post-ownership window;

  • Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible;

  • Manage multiple client cases at a time with strict observance of associated tasks and deadlines (as defined by the department);

  • Own customer account health with Clio's suite of products, mitigating risk through proactive churn prevention;

  • Be confident, articulate, and sensitive to the needs of customers and internal partners;

  • Contribute regularly to our customer-facing knowledge base [Help Center];

  • Partner with other members of the Customer Enablement and Tech Esc teams to develop processes around the design, development, extraction and training activities;

  • Gain an expert understanding of and stay up to date with Clio's suite of products and common workflows;

  • Demonstrates mastery in Clio's Suite of products and the internal tools used by the Enablement Team;

  • Balance your schedule autonomously and consistently exceed your KPIs focused on high adoption/low churn;

  • Act as ongoing mentor for our junior colleagues to develop our coaching muscles and work as a team to get the job done;

  • Consistently reaching core KPI's;

  • Consistent SOP completion, client and internal follow-ups, and discovers ways to be efficient;

  • Identifies process improvement initiatives and brings those to leadership/the greater team;

  • Manages difficult customer escalations and asks for help in unique and new cases;

  • Work to customize the onboarding journey according to each firm's needs;

  • And other duties as required.

What you may have:

  • Healthy customer obsession and focus on delivering exceptional client experience.

  • Proactive mindset, constantly thinking outside the box to employ creative solutions where appropriate.

  • Effortless communication skills, confident and sensitive to the needs of customers (internal and external) of all abilities.

  • Comfort and confidence facilitating 'in person' live sessions through Zoom.

  • Demonstrate a keen interest in improving your craft by using AI

​

Serious bonus points if you have:

  • A demonstrated understanding of the legal industry and the needs of legal professionals.

  • Experience with Salesforce or other SaaS tools.

  • Experience working with API-driven applications.

  • Proven track record in a dynamic startup environment.

  • Bachelor's degree or equivalent experience.

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, Dublin and Sydney) to be in office min. twice per week. 

  • 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 $70,200 to $82,600 to $95,000 CAD. 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 

Disclaimer: We only communicate with candidates through official email addresses.