Senior Implementation Consultant

Clio • Vancouver, BC

23h • CA$103,800 - CA$140,400 • Hybrid

About The Position

Clio is seeking a dynamic and skilled Senior Implementation Manager to join their Customer Success team. This role is crucial for providing comprehensive implementation delivery services to Clio’s highest value customers, ensuring seamless integration and utilization across their products. The ideal candidate will play a key role in optimizing the customer implementation experience, fostering adoption through adept change management, managing executive stakeholders, and ensuring the successful launch of Clio for new customers. This position requires strong project management skills, experience in providing training, exceptional communication and organization, and a deep understanding of the needs of legal professionals.

Requirements

• Bachelor's degree in a relevant field or equivalent practical experience
• 2+ years of complex project management experience, enterprise Onboarding experience, Customer Success experience and/or implementation consulting
• Proven experience with change management and new process roll-out contributing to the development of the Implementation function at Clio
• Proven experience in developing project plans to successfully launch customers with new products, ideally within the legal software or enterprise technology industry
• Genuine empathy, strong interpersonal skills and ability to make customers and implementation stakeholders feel appreciated and valued
• Excellent negotiation, presentation, problem solving, and decision making skills, with the ability to build rapport and influence customers
• Proficiency in configuring and customizing software solutions and integrations to align with customer requirements
• Ability to work independently and manage multiple priorities in a fast-paced environment while exercising good independent professional judgment

Nice To Haves

• Ability to design and build implementation plans in various project management / collaboration tools
• Certification in project management (e.g., PMP, PRINCE2) is a plus
• Strong strategic thinking and analytical skills, with the ability to identify customer preferences
• Willingness to travel to customer onsite locations as needed
• A strong understanding of cloud-based legal technologies together with a demonstrated understanding of the legal industry and the needs of legal professionals

Responsibilities

• Own the coordination with Clio’s partner network, Clio internal teams (Onboarding, Migrations, CSMs, Product, etc.) and Clio customers during Implementation to provide frictionless implementation to Clio’s customers.
• Develop comprehensive project plans outlining scope, goals, deliverables, timelines, success criteria, and resource requirements to successfully complete the implementation.
• Identify potential risks during implementation and proactively develop mitigation strategies to resolve issues that may impact a successful launch and firm adoption.
• Facilitate clear and effective communication through regular status updates, reports and presentations to our implementation team members, external stakeholders, and executives.
• Forge and nurture customer relationships as a trusted advisor during their implementation and adoption journey, upholding the highest standards of professionalism and customer service in every interaction.
• Skillfully navigate adjustments to implementation scope, schedule, costs, and escalations by meticulously documenting, securing approval, and communicating changes to stakeholders.
• Continuously assess, evaluate, and propose enhancements to implementation services based on customer needs, feedback and sales performance.
• Aggregate insights and champion customer feedback among internal and external stakeholders to actively improve our product.
• Collaborate with our Sales team and prospects to position the value of implementation consulting and assist with closing opportunities.

Benefits

• Competitive, equitable salary
• Top-tier health benefits
• Dental insurance
• Vision insurance
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior