Customer Onboarding Specialist

Clio•Vancouver, BC

1d•$59,500 - $80,500•Hybrid

About The Position

Clio is seeking a high-output, thoughtful, and skilled onboarding specialist to join their team. This role is crucial for adding value, energy, and technical expertise to the customer success initiatives. The ideal candidate thrives in customer-facing interactions, is eager to help customers achieve success, and possesses both technical proficiency and mastery of customer experience. Responsibilities include delivering onboarding sessions as part of the customer's full lifecycle, setting them up for long-term success, and delivering value in every interaction. The role requires a troubleshooting expert and a people person with deep empathy to understand and exceed customer and employee needs.

Requirements

Healthy customer obsession and focus on delivering exceptional client experience.
Proactive mindset, constantly thinking outside the box to employ creative solutions where appropriate.
Effortless communication skills, confident and sensitive to the needs of customers (internal and external) of all abilities.
Comfort and confidence facilitating ‘in person’ live sessions through Zoom.
Demonstrate a keen interest in improving your craft by using AI.

Nice To Haves

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.

Responsibilities

Conducting daily live strategy and training sessions, engaging attendees with internal tools such as Zoom video, CSAT and Salesforce.
Identifying what would indicate a customer’s “first value” and drive towards achieving it to ensure the customer is set up to realize Clio’s total value for their firm.
Taking complete responsibility for your ownership window as part of a customer’s entire Clio lifecycle, including setting customers up successfully for post-ownership window.
Working closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible.
Managing multiple client cases at a time with strict observance of associated tasks and deadlines (as defined by the department).
Owning customer account health with Clio’s suite of products, mitigating risk through proactive churn prevention.
Being confident, articulate, and sensitive to the needs of customers and internal partners.
Contributing regularly to our customer-facing knowledge base [Help Center].
Partnering with other members of the Customer Enablement and Tech Esc teams to develop processes around the design, development, extraction and training activities.
Gaining an expert understanding of and stay up to date with Clio’s suite of products and common workflows as well as industry best practices based on our client’s area of law.
Other duties as required.

Benefits

Competitive, equitable salary
Top-tier health benefits
Dental insurance
Vision insurance
Hybrid work environment
Flexible time off policy, with an encouraged 20 days off per year.
$2000 annual counseling benefit
RRSP matching
RESP contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years