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About the Role
Clio is seeking a high-output, thoughtful, and skilled Onboarding Specialist to join our Customer Onboarding & Data Migration team. This role is crucial for empowering legal professionals and law firms by ensuring successful adoption of Clio's products and delivering exceptional customer experiences throughout their lifecycle.
Responsibilities
- Conduct strategy and training sessions to ensure customers are onboarded for success with Clio's products.
- Identify and drive customers towards achieving their 'first value' with the product.
- Take ownership of the customer's Clio lifecycle, ensuring successful setup post-ownership window.
- Collaborate with Sales and Customer Enablement for smooth product adoption transitions.
- Manage multiple client cases concurrently, adhering to tasks and deadlines.
- Own customer account health and mitigate churn risk through proactive measures.
- Contribute to the customer-facing knowledge base (Help Center).
- Partner with Customer Enablement and Tech Esc teams to develop processes for design, development, extraction, and training.
- Gain and maintain expert understanding of Clio's products and common workflows.
- Demonstrate mastery of Clio's products and internal Enablement Team tools.
- Balance schedule autonomously and exceed KPIs for adoption and churn.
- Mentor junior colleagues and foster teamwork.
- Consistently reach core KPIs, complete SOPs, and conduct client/internal follow-ups.
- Identify and propose process improvement initiatives.
- Manage difficult customer escalations and seek assistance for complex cases.
- Customize the onboarding journey based on individual firm needs.
- Perform other duties as required.
Requirements
- Healthy customer obsession and focus on delivering exceptional client experience.
- Proactive mindset with a focus on creative solutions.
- Effortless communication skills, confident and sensitive to customer needs.
- Comfort and confidence facilitating 'in person' live sessions through Zoom.
- Demonstrate a keen interest in improving craft by using AI.
- 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.
Skills
- Technical expertise
- Customer experience mastery
- Troubleshooting
- Communication
- Empathy
- AI utilization
Location
- Vancouver
- Calgary
- Toronto
- Dublin
- London
- New York City
- Sydney
Work Type
- Hybrid
Experience Level
- Mid-level
Education Level
- Bachelor's degree or equivalent experience
Salary/Compensations
- $70,200 to $82,600 to $95,000 CAD
Benefits
- Competitive, equitable salary
- Top-tier health benefits
- Dental insurance
- Vision insurance
- Flexible time off policy (encouraged 20 days/year)
- $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.
- We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations.
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. Should you require any accommodation, please let us know and we will work with you to meet your needs.