Customer Onboarding Engagement Specialist at Clio

Dublin, County Dublin, Ireland

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Technology, SaaSIndustries

Requirements

1+ years of experience in Sales/Customer Success/Service/Support
Proven experience in a SaaS environment
Experience in handling high volume outbound calls (highly preferred, with strong results)
Excellent verbal and written communication skills
Strong interpersonal and relationship-building abilities
Customer-oriented with the ability to identify blockers and challenges
Empathetic and solution-oriented approach to customer interactions
Proficient in using CRM tools and other engagement platforms
Ability to review data and look for trends and opportunities to iterate on processes
Demonstrate a keen interest in improving your craft by using AI
Self-motivated, proactive, goal-driven, and able to work independently
Persistent and resilient in reestablishing contact with disengaged customers
Positive attitude and a passion for delivering exceptional customer experiences
Serious bonus: Onboarding experience
Serious bonus: Salesloft experience
Serious bonus: ChurnZero & Salesforce experience

Responsibilities

Conduct proactive outreach to customers who have not engaged or are delaying engagement with the Onboarding experience
Utilize various communication channels and strategies to reestablish contact
Captivate at-risk customers with creative and direct approaches, driving long-term health through strong engagement with Clio
Engage customers with a friendly, empathetic, and professional approach to understand their needs or concerns
Provide tailored solutions to address customer issues and encourage continued engagement
Partner with onboarding specialists to facilitate 1-to-many educational webinars that guide customers through key steps of their onboarding journey
Provide ad-hoc support to the onboarding team on more complex client calls
Audit, draft, and maintain up-to-date and engaging Customer Quick Start Guides and educational materials as required to fulfill any customer knowledge gaps
Accurately document all interactions in the CRM system, including customer feedback, reasons for disengagement, and outcomes
Analyze trends in customer engagement and share actionable insights with the team
Partner with the Onboarding Team to proactively identify and triage customers who show signs of disengagement mid-journey
Work closely with the sales, support, and marketing teams to align communication strategies
Provide feedback to internal teams on customer preferences and potential areas for improvement to ensure successful hand-off

Skills

Key technologies and capabilities for this role

Customer OutreachProactive EngagementRelationship BuildingWebinarsContent ManagementCustomer SupportEmpathetic CommunicationOnboarding

Questions & Answers

Common questions about this position

What experience is required for the Customer Onboarding Engagement Specialist role?

Candidates need 1+ years of experience in Sales/Customer Success/Service/Support, proven experience in a SaaS environment, and experience in handling high volume outbound calls is highly preferred with strong results.

What skills are essential for this position?

Excellent verbal and written communication skills and strong interpersonal and relationship-building skills are required.

What is the employment type for this role?

This is a full-time position.

What is the team culture like for the Customer Onboarding team?

The team is hyper focused on providing an exceptional onboarding and customer experience, dedicated, enjoys what they do, and is serious about making a positive impact on customers’ businesses.

What makes a strong candidate for this Onboarding Engagement Specialist role?

Highly motivated individuals who thrive in fast-paced, high-growth environments and are passionate about driving customer success, with relevant SaaS experience and outbound call expertise, stand out.

Clio

Legal practice management software provider

About Clio

Clio provides legal practice management software that helps law firms operate more efficiently. Its two main products, Clio Grow and Clio Manage, serve different purposes: Clio Grow enhances the client intake process and engagement, while Clio Manage allows firms to organize tasks, manage cases, handle documents, and process payments in one platform. Clio caters to a diverse clientele, from solo practitioners to large firms, and operates on a subscription model, charging users monthly or annually for access to its software. The goal of Clio is to improve the efficiency of legal practices and reduce administrative burdens, ultimately supporting their growth.

Burnaby, CanadaHeadquarters

2008Year Founded

$1,279.9MTotal Funding

SERIES_FCompany Stage

LegalIndustries

1,001-5,000Employees

Benefits

Company equity

401k

Parental leave options and stipend

Flexible paid time off

Stipend to support WFH

Various wellness benefitsand programs

Risks

Emerging AI-driven legal tech startups could challenge Clio's market share.

Staying private may limit Clio's access to public market capital.

Significant investment in AI and expansion may strain Clio's resources.

Differentiation

Clio offers a comprehensive suite for law firm management, including client intake and payments.

Clio's products, Clio Grow and Clio Manage, streamline operations for legal professionals.

Clio's cloud-based platform supports solo practitioners and large law firms alike.

Upsides

Clio raised $900M in 2024, marking the largest Canadian software funding round.

Clio plans to enhance AI capabilities and expand into international markets.

Clio's subscription model generates $200M in annual recurring revenue.

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