Intermediate Customer Onboarding Specialist, Clio Work

Clio • Vancouver, BC

9d • Hybrid

About The Position

Clio is seeking a Customer Onboarding Specialist, Clio Work, to join their team in Burnaby, Calgary, or Toronto. This role is crucial for enabling users to rapidly adopt and integrate Clio Work, an AI-driven product designed to increase access to legal materials and surface insights from firm documents, into their daily workflows. The goal is to significantly enhance firm efficiency and the value they deliver to clients.

Requirements

• 1+ years of legal experience at a paralegal or higher level
• A demonstrated understanding of the legal industry and the needs of legal professionals
• A commitment to customer service and stewardship with the ability to connect with all types of people
• Experience teaching others new and complex skills using approaches that address differentiated learning styles
• Tech-savviness and ability to learn new software and systems.
• Excellent communication skills, including written, verbal and electronic, together with the ability to present to groups
• Self-motivated and flexible with experience in a fast-paced environment, including managing multiple projects and competing priorities
• Well-organized, reliable, and resourceful
• Action-oriented with the capacity to exercise good independent professional judgment
• Ability to remain calm and polite under pressure
• Adaptable: willing to adopt new procedures, methods, or softwares on short notice
• Open-minded: willing to view problems and solutions from all angles.

Nice To Haves

• Legal training and ability to understand and communicate the nuances of different legal work flows.
• Excited about technology and the impact that it can have to transform the legal experience for all.
• Customer-first mindset and a demonstrated ability to provide excellent customer service in even the most difficult situations.
• Interact easily, kindly, and professionally with all manner of individuals from various backgrounds and cultures.
• Genuinely empathetic and seek ways to help your customers and develop meaningful connections.
• Comfortable addressing groups of professionals and can break problems and processes into understandable chunks.
• Looking for a position with growth potential at a company that will treat you with dignity and respect.

Responsibilities

• Become a Clio Work expert by mastering the art of utilizing AI workflows to conduct research, analyze documents, organize information, and understand how the client’s data syncs with other Clio products to increase efficiency for customers.
• Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio Work and Clio’s suite of products.
• Take opportunities to build your legal knowledge to better collaborate with customers and help them use our product to meet their needs.
• Build meaningful relationships with customers and maintain high standards of professionalism and customer service through all interactions.
• Identify the customer’s primary goals and provide them with the necessary skills to achieve them.
• Take complete responsibility for your ownership window as part of a customer’s entire Clio Work lifecycle, including setting customers up successfully for post-ownership window.
• Break down complex concepts into smaller, more manageable pieces and help connect dots between problems and solutions both with customers and internally across departments.
• Manage multiple client cases at a time with strict observance of associated tasks and deadlines (as defined by the department).
• Own customer account health with Clio’s suite of products, mitigating risk through proactive churn prevention.
• Become a voice for the customers by internally advocating for features and process to improve the customer experience.
• Manage difficult customer escalations and asks for help in unique and new cases.
• Work to customize the onboarding journey according to each firm's specific needs.
• Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible.
• Partner with other members of the Customer Enablement and Technical Escalations teams to develop processes around the design, development, extraction and training activities.
• Demonstrate mastery in Clio's internal tools used by the Enablement Team.
• Act as ongoing mentor for our junior colleagues to develop our coaching muscles and work as a team to get the job done.
• Identify process improvement initiatives and bring those to leadership/the greater team.
• Contribute regularly to our customer-facing knowledge base [Help Center].
• 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 focused on high adoption/low churn.
• Consistently reach core KPI’s.
• Consistent SOP completion, client and internal follow-ups, and discovers ways to be efficient.
• Adeptly use AI tools to maximize your work and balance manual tasks with automations.
• And other duties as required.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed