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About the Role

Clio is seeking a dynamic and skilled Senior Implementation Manager to join their Customer Success team. This role is crucial for optimizing the customer implementation experience, fostering adoption through change management, managing executive stakeholders, and ensuring successful launches for new customers. The ideal candidate will have a strong project management mindset, experience providing training, exceptional communication and organization skills, and a deep understanding of legal professionals' needs.

Responsibilities

Own the coordination with Clio’s partner network, internal teams, and customers during Implementation to provide a frictionless implementation experience.
Develop comprehensive project plans outlining scope, goals, deliverables, timelines, success criteria, and resource requirements.
Identify potential risks during implementation and proactively develop mitigation strategies.
Facilitate clear and effective communication through regular status updates, reports, and presentations.
Forge and nurture customer relationships as a trusted advisor during their implementation and adoption journey.
Skillfully navigate adjustments to implementation scope, schedule, costs, and escalations.
Continuously assess, evaluate, and propose enhancements to implementation services.
Aggregate insights and champion customer feedback among internal and external stakeholders.
Collaborate with the Sales team and prospects to position the value of implementation consulting and assist with closing opportunities.

Requirements

Bachelor's degree in a relevant field or equivalent practical experience.
2+ years of complex project management experience, enterprise Onboarding experience, Customer Success experience and/or implementation consulting.
Proven experience with change management and new process roll-out.
Proven experience in developing project plans to successfully launch customers with new products, ideally within the legal software or enterprise technology industry.
Genuine empathy, strong interpersonal skills and ability to make customers and implementation stakeholders feel appreciated and valued.
Excellent negotiation, presentation, problem solving, and decision making skills, with the ability to build rapport and influence customers.
Proficiency in configuring and customizing software solutions and integrations to align with customer requirements.
Ability to work independently and manage multiple priorities in a fast-paced environment while exercising good independent professional judgment.

Skills

Project Management
Customer Success
Implementation Consulting
Change Management
Communication
Organization
Negotiation
Presentation
Problem Solving
Decision Making
Strategic Thinking
Analytical Skills

Location

Burnaby
Toronto
Calgary

Work Type

Hybrid

Experience Level

Senior

Education Level

Bachelor's degree or equivalent practical experience

Salary/Compensations

$103,800 to $122,100 to $140,400 CAD

Benefits

Top-tier health benefits
Dental insurance
Vision insurance
Flexible time off policy (20 days encouraged)
$2000 annual counseling benefit
RRSP matching
RESP contribution
Clioversary recognition program

About the Company

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.
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.
Our Customer Success team is hyperfocused on providing an exceptional experience to Clio customers.
We are a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations.
Clio is on a mission to transform the legal experience for all.
Clio is the global leader in legal AI, building the platform that powers the future of legal work.
At the center of this vision is the Intelligent Legal Work Platform, the legal industry’s first System of Action.
Clio’s leadership and momentum have been recognized globally.
Headquartered in Vancouver, Canada, Clio has grown to more than 2,000 employees across offices in Toronto, Calgary, Dublin, Manchester, Sydney, Barcelona, and Bogotá.

Equal Opportunity

We are dedicated to diversity, equity and inclusion.
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.