Clio is more than just a technology company – we are a global leader working to transform the legal experience for everyone Improving the lives of workers in the legal field while Increase access to justice.

summary:

Who are you:

We are looking for a highly productive, thoughtful and skilled setup professional to add value, energy and technical expertise to our team. You thrive in the spotlight with clients, and are eager to spend as much of your day as possible helping them succeed. Not only do you have the technical skills, you also master the art of customer experience to deliver onboarding sessions as part of the full customer lifecycle. This includes setting them up for long-term success, and delivering value in every interaction. You are an expert troubleshooter, a skilled people person with a deep empathy to ensure that the needs of our employees and customers are understood and expectations are not only met, but exceeded.

What your team does:

Our Customer Onboarding and Data Migration team is laser-focused on providing an exceptional customer onboarding experience throughout our customer lifecycles. We are a dedicated team that enjoys what we do and is serious about making a real positive impact on our clients’ businesses.

What you will work on:

• Conduct strategy and training sessions to ensure customers are onboarded in a way that qualifies them for successful adoption of the Clio product suite;
• Identify what refers to the customer’s “first value” and drive towards achieving it;
• Take full responsibility for your own ownership window as part of the full Clio customer lifecycle, including successfully onboarding customers for the post-ownership window;
• Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition to adoption of our product as quickly and effectively as possible;
• Manage multiple client cases simultaneously while strictly adhering to tasks and associated deadlines (as defined by the department);
• Safety of a client’s own account with the Clio suite of products, mitigating risk through proactive volatility prevention;
• Be confident, clear and sensitive to the needs of customers and internal partners;
• Contribute regularly to the customer facing knowledge base (Help Center);
• Partner with other members of the Customer Enablement and Tech Esc teams to develop processes related to design, development, extraction and training activities;
• Gain an expert understanding of and stay on top of Clio’s product portfolio and common workflows;
• Demonstrates mastery of the Clio product suite and internal tools used by the enablement team;
• Independently balance your schedule and consistently exceed KPIs focused on high adoption/low change;
• Serve as an ongoing mentor to our junior colleagues to develop our training muscles and work as a team to get the job done;
• Continuously reach key performance indicators;
• Consistently completes Standard Operating Procedures (SOP), follows up with client and internal, and discovers ways to achieve efficiencies;
• Identifies process improvement initiatives and presents them to leadership/larger team;
• Manage difficult customer escalations and request assistance in unique and new situations;
• Work to customize the onboarding journey according to the needs of each company;
• And other duties as needed.

What you may have:

• A healthy obsession with customers and a focus on providing an exceptional customer experience.
• A proactive mindset, constantly thinking outside the box to employ creative solutions when appropriate.
• Easy and confident communication skills, sensitive to the needs of customers (both internal and external) of all abilities.
• Comfort and trust facilitate live, “in-person” sessions through Zoom.

Serious bonus points if you have:

• A clear understanding of the legal industry and the needs of legal professionals.
• Experience with Salesforce or other SaaS tools.
• Experience working with Application Programming Interface (API) driven applications.
• Proven track record in a dynamic startup environment.
• Bachelor’s degree or equivalent experience.

What you will find here:

Compensation is a key component of Clio’s Total Rewards program. We have developed a series of programs and processes to ensure we create fair and competitive pay practices that form the foundation of our humane, high-performance culture.

Some highlights of our Total Rewards program include:

• Competitive and fair salary with top-notch health benefits, dental and vision insurance
• A mixed working environment, with local Clions (Vancouver, Calgary, Toronto and Dublin) expected to be in the office at least two days a week on our installation days.
• Flexible leave policy, with 20 days off per year encouraged.
• Annual consulting benefit is $2000
• RRSP matching and RESP contribution
• Cleoversary recognition program with special recognition at 3, 5, 7 and 10 years

The full salary range* for this role is $70,200 to $82,600 to $95,000 CAD. Please note that salary ranges may vary based on location and local currency. Additionally, benefit offerings may vary depending on the employee’s location.

*We aim to hire all candidates between the low end and midpoint of the full salary range. We reserve the midpoint to the high end of the salary range for internal employees who demonstrate high performance and sustained impact at Clio. The final offer amount for this role will depend on the individual experience and skill set of the candidate. Please note that there is a separate set of salary ranges for other regions based on the local currency.

Diversity, Inclusion, Belonging, and Equity (DIBE) and Accessibility

Our team shows who we are, united by our mission. We are committed to Diversity, equity and inclusion. We take pride in building and fostering an environment where our teams feel included, valued and empowered to do the best work of their careers, wherever they choose to sign on from. We believe that different perspectives, skills, backgrounds and experiences lead to higher performing teams and better innovation. We are committed to equal employment opportunity and encourage candidates from all backgrounds to apply.

Clio provides accessibility during the recruitment process. If you need any accommodations, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

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