Intermediate Customer Onboarding Specialist, Clio Work

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. They are seeking a Customer Onboarding Specialist to help clients adopt and integrate their AI-driven product, Clio Work, into their workflows. This role involves training customers, managing relationships, and ensuring successful onboarding experiences.ResponsibilitiesBecome 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 customersConduct 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 productsTake opportunities to build your legal knowledge to better collaborate with customers and help them use our product to meet their needsBuild meaningful relationships with customers and maintain high standards of professionalism and customer service through all interactionsIdentify the customer’s primary goals and provide them with the necessary skills to achieve themTake complete responsibility for your ownership window as part of a customer’s entire Clio Work lifecycle, including setting customers up successfully for post-ownership windowBreak down complex concepts into smaller, more manageable pieces and help connect dots between problems and solutions both with customers and internally across departmentsManage 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 preventionBecome a voice for the customers by internally advocating for features and process to improve the customer experienceManage difficult customer escalations and asks for help in unique and new casesWork to customize the onboarding journey according to each firm's specific needsWork closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possiblePartner with other members of the Customer Enablement and Technical Escalations teams to develop processes around the design, development, extraction and training activitiesDemonstrate mastery in Clio's internal tools used by the Enablement TeamAct as ongoing mentor for our junior colleagues to develop our coaching muscles and work as a team to get the job doneIdentify process improvement initiatives and bring those to leadership/the greater teamBe confident, articulate, and sensitive to the needs of customers and internal partnersContribute 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 workflowsBalance your schedule autonomously and consistently exceed your KPIs focused on high adoption/low churnConsistently reach core KPI’sConsistent SOP completion, client and internal follow-ups, and discovers ways to be efficientAdeptly use AI tools to maximize your work and balance manual tasks with automationsAnd other duties as requiredSkillsLegal training and ability to understand and communicate the nuances of different legal workflowsExcitement about technology and its impact on transforming the legal experienceCustomer-first mindset with a demonstrated ability to provide excellent customer serviceAbility to interact easily, kindly, and professionally with individuals from various backgrounds and culturesGenuine empathy and a desire to help customers and develop meaningful connectionsExperience teaching complex skills and motivating others to acquire and use new knowledgeComfort in addressing groups of professionals and breaking down problems and processes into understandable chunksDesire for a position with growth potential at a company that treats employees with dignity and respectAbility to manage multiple client cases with strict observance of associated tasks and deadlinesOwnership of customer account health and proactive churn preventionAbility to manage difficult customer escalationsAbility to customize the onboarding journey according to each firm's specific needsConfidence, articulation, and sensitivity to the needs of customers and internal partnersExpert understanding of Clio's suite of products and common workflowsAbility to balance schedule autonomously and exceed KPIs focused on high adoption/low churnConsistent completion of SOPs, client and internal follow-ups, and discovery of efficiency methodsAbility to adeptly use AI tools to maximize work and balance manual tasks with automations1+ years of legal experience at a paralegal or higher levelDemonstrated understanding of the legal industry and the needs of legal professionalsCommitment to customer service and stewardship with the ability to connect with all types of peopleExperience teaching others new and complex skills using approaches that address differentiated learning stylesTech-savviness and ability to learn new software and systemsExcellent communication skills, including written, verbal, and electronic, with the ability to present to groupsSelf-motivated and flexible with experience in a fast-paced environment, including managing multiple projects and competing prioritiesWell-organized, reliable, and resourcefulAction-oriented with the capacity to exercise good independent professional judgmentAbility to remain calm and polite under pressureAdaptable: willing to adopt new procedures, methods, or software on short noticeOpen-minded: willing to view problems and solutions from all anglesBenefitsTop-tier health benefitsDental, and vision insuranceFlexible time off policy, with an encouraged 20 days off per year.$2000 annual counseling benefitRRSP matching and RESP contributionClioversary recognition program with special acknowledgement at 3, 5, 7, and 10 yearsCompany OverviewClio provides cloud-based legal practice management software, helping law firms manage cases, billing, and client relationships. It was founded in 2008, and is headquartered in Vancouver, British Columbia, CAN, with a workforce of 1001-5000 employees. Its website is https://www.clio.com.



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