Intermediate Customer Onboarding Specialist (12 month Contract)

Clio•Vancouver, BC

4d•CA$70,200 - CA$95,000•Hybrid

About The Position

Clio is seeking a high-output, thoughtful, and skilled onboarding specialist for a 12-month contract role. This position is ideal for someone who thrives in customer-facing interactions, enjoys helping clients achieve success, and possesses both technical expertise and a mastery of customer experience. The role involves delivering onboarding sessions, setting customers up for long-term success, and providing value in every interaction. The ideal candidate is a troubleshooting expert, a people person with deep empathy, and is dedicated to understanding and exceeding 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

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.

Responsibilities

Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio’s suite of products.
Identify what would indicate a customer’s “first value” and drive towards achieving it.
Take complete responsibility for your ownership window as part of a customer’s entire Clio lifecycle, including setting customers up successfully for post-ownership window.
Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible.
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.
Be confident, articulate, and sensitive to the needs of customers and internal partners.
Contribute regularly to our customer-facing knowledge base [Help Center].
Partner with other members of the Customer Enablement and Tech Esc teams to develop processes around the design, development, extraction and training activities.
Gain an expert understanding of and stay up to date with Clio’s suite of products and common workflows.
Demonstrates mastery in Clio's Suite of products and the internal tools used by the Enablement Team.
Balance your schedule autonomously and consistently exceed your KPIs focused on high adoption/low churn.
Act as ongoing mentor for our junior colleagues to develop our coaching muscles and work as a team to get the job done.
Consistently reaching core KPI’s.
Consistent SOP completion, client and internal follow-ups, and discovers ways to be efficient.
Identifies process improvement initiatives and brings those to leadership/the greater team.
Manages difficult customer escalations and asks for help in unique and new cases.
Work to customize the onboarding journey according to each firm's needs.
And 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