Team Lead, Customer Account Management
4 weeks ago
What your team does:
The Account Management team is responsible for owning customer success outcomes post onboarding for accounts that dont have a dedicated Customer Success Manager. In order for Clio to achieve our mission of transforming the legal experience for all, we need to support our customers to evolve their practice over time.
This team plays a central role in helping customers move along this evolution path. We provide service engagements to assess their business processes and understand how they can get the most value out of their current offering. We also help identify opportunities where they may benefit from new products, packages or expand usage deeper within their firms. If customers are getting off track, we get to the bottom of the issues to get them to the value they need. We also support the business as a testing and innovation center as we look at bringing new offerings to market.
We are a dedicated team who enjoy what we do and are serious about making a positive impact on our customers businesses. We are seeking an experienced relationship builder, customer advocate who has well developed skills in getting customers to value.
Who you are:
We are looking for a go-getter to join our Customer Account Management team as a Team Lead. Reporting to the Senior Manager of Customer Account Management, the ideal candidate will be a player-coach providing coaching, mentorship, and administration to a team of Customer Account Managers. The Team Lead will champion the teams goal of driving customers to their next point of value in their customer journey, supporting both customer growth and retention.
What youll work on:
Acting as a player-coach to the team:
Coaching and developing your direct reports against personal career objectives through consistent, direct & actionable feedback, leading weekly 1:1s, quarterly individual development plans, and performance management conversations when required.
Coaching on KPIs and customer engagement best practices - focusing on the most impactful next steps for each customer, and leveraging your understanding of the legal space, law firm needs and how Clios solutions can be best deployed to drive the customer to value.
Driving team success through daily Case and Opportunity workflow reviews and coaching
Acting as first point of contact for Case and Opportunity escalation for the Customer Account Management team
Engaging with, and leading where appropriate, experimentation initiatives relating to Clios testing of new products and services
Acting as a voice of the customer within Clio, providing input to the product team to help prioritize the right roadmap and share feedback with upstream functions
Working closely and collaboratively with cross-functional teams including and not limited to Customer Success, Sales, Product, Marketing, Business Operations, and Finance
Identifying, raising, collaborating, and delivering new team and cross-functional workflows as needed
Developing and iterating on internal documentation including: Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and knowledge-base articles
Delivering a smooth onboarding process to new team members - managing training content, delivering training modules, scheduling ride alongs, etc.
What you bring:
2+ years in a Customer Success/Enablement or Sales role
1-2 years of previous leadership experience
A passion for people management and developing a team-oriented culture through individualized and situational leadership
A healthy obsession for customers, and an incessant drive to innovate
Excitement and motivation to solve complex, high pressure business problems
Experience in owning customer escalations and outcomes
Data/Target-driven management experience
Effortless communication skills, confident and sensitive to the needs of customers and fellow Clions of all abilities
Strong sense of self awareness and accountability
Serious bonus points if you have:
Experience with Salesforce or other SaaS tools
Experience working with Customer Success tools such as ChurnZero
Proven track record in a dynamic, fast-moving startup environment
Bachelors degree or equivalent experience
What you will find here:
Compensation is one of the main components of Clios 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, 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
The full salary range* for this role is $93,800 to $117,300 to $140,800 CAD..*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.
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