Intermediate Customer Onboarding Specialist (12 month Contract)
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Key skills for this role
About the Role
Clio seeks an Intermediate Customer Onboarding Specialist on a 12-month contract to deliver exceptional onboarding experiences for legal professionals. The role requires strong customer focus, technical expertise, and the ability to manage multiple client cases.
Key Skills for This Role
Responsibilities
- Conduct strategy and training sessions to ensure customers are onboarded successfully
- 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
- Work closely with Sales and Customer Enablement to ensure smooth transition
- Manage multiple client cases at a time with strict observance of associated tasks and deadlines
- Own customer account health with Clio's suite of products, mitigating risk through proactive churn prevention
- 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
- Gain an expert understanding of and stay up to date with Clio's suite of products and common workflows
- Balance your schedule autonomously and consistently exceed your KPIs
- Act as ongoing mentor for junior colleagues
- Work to customize the onboarding journey according to each firm's needs
Requirements
- Healthy customer obsession and focus on delivering exceptional client experience
- Proactive mindset, constantly thinking outside the box to employ creative solutions
- Effortless communication skills, confident and sensitive to the needs of customers
- Comfort and confidence facilitating live sessions through Zoom
- Demonstrate a keen interest in improving your craft by using AI
Full Job Posting
Summary
- Clio is the global leader in legal AI technology, empowering legal professionals and law firms to work smarter, faster, and more securely.
- We are looking for a high output, thoughtful, and skilled onboarding specialist to add value, energy, and technical expertise to our team in Burnaby, Toronto or Calgary Offices on a 12 month contract.
What you'll work on
- Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success
- 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
- Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition
- Manage multiple client cases at a time with strict observance of associated tasks and deadlines
- 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
- Gain an expert understanding of and stay up to date with Clio's suite of products and common workflows
- Balance your schedule autonomously and consistently exceed your KPIs
- Act as ongoing mentor for our junior colleagues
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
- Effortless communication skills, confident and sensitive to the needs of customers
- 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
Compensation
- Expected salary range: CAD 70,200 to CAD 95,000
- Competitive, equitable salary with top tier health benefits, dental, and vision insurance
- Hybrid work environment, with expectation for local Clions to be in office min. twice per week
- Flexible time off policy, with an encouraged 20 days off per year
- CAD 2000 annual counseling benefit
- RRSP matching and RESP contribution
- Clioversary recognition program
Work Arrangement
- Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. twice per week
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