Intermediate Customer Onboarding Specialist at Clio

Vancouver, British Columbia, Canada

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, SaaSIndustries

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
Serious bonus: Demonstrated understanding of the legal industry and the needs of legal professionals
Serious bonus: Experience with Salesforce or other SaaS tools
Serious bonus: Experience working with API-driven tools

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
Demonstrate 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 reach core KPIs
Ensure consistent SOP completion, client and internal follow-ups, and discover ways to be efficient
Identify process improvement initiatives and bring those to leadership/the greater team
Manage difficult customer escalations and ask for help in unique and new cases
Work to customize the onboarding journey according to each firm's needs
Other duties as required

Skills

Key technologies and capabilities for this role

Customer OnboardingData MigrationCustomer ExperienceTraining SessionsTroubleshootingProduct AdoptionClient ManagementSales Collaboration

Questions & Answers

Common questions about this position

What is the employment type for this position?

This is a full-time position.

Is this role remote or does it require office work?

This information is not specified in the job description.

What key skills are required for the Intermediate Customer Onboarding Specialist role?

Key skills include technical expertise in Clio’s suite of products, mastery of customer experience and onboarding, troubleshooting, empathy, managing multiple client cases, and proactive churn prevention.

What is the culture like on the Customer Onboarding & Data Migration team?

The team is hyper-focused on providing exceptional onboarding and customer experience, dedicated, enjoys their work, and is serious about positively impacting customers’ businesses.

What makes a strong candidate for this onboarding specialist role?

Strong candidates are high output, thoughtful, skilled in technical expertise and customer experience, thrive interacting with customers, take ownership of customer success, exceed KPIs, and mentor junior colleagues.

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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