Customer Onboarding Specialist
Customer Onboarding Specialist
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Job Description
Summary:
Who you are:
We are looking for a high output thoughtful and skilled onboarding specialist to add value energy and technical expertise to our team. You thrive in the spotlight with customers eager to spend as much of your day as you can helping them be successful. You not only have the technical chops but also have mastered the art of customer experience to deliver on onboarding sessions as part of a customers full life cycle. This includes setting them up for success long term and delivering value in every interaction. You are a troubleshooting expert and a consummate people person with deep empathy for ensuring that our employees and customers needs are understood and expectations are not only met but exceeded.
What your team does:
Our Customer Enablement team is hyperfocused on providing exceptional onboarding and customer experience through our customers lifecycles. We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers businesses.
What youll work on:
Conducting daily live strategy and training sessions engaging attendees with internal tools such as Zoom video CSAT and Salesforce;
Identifying what would indicate a customers first value and drive towards achieving it to ensure the customer is set up to realize Clios total value for their firm;
Taking complete responsibility for your ownership window as part of a customers entire Clio lifecycle including setting customers up successfully for postownership window;
Working closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible;
Managing multiple client cases at a time with strict observance of associated tasks and deadlines (as defined by the department);
Owning customer account health with Clios suite of products mitigating risk through proactive churn prevention;
Being confident articulate and sensitive to the needs of customers and internal partners;
Contributing regularly to our customerfacing knowledge base Help Center;
Partnering with other members of the Customer Enablement and Tech Esc teams to develop processes around the design development extraction and training activities;
Gaining an expert understanding of and stay up to date with Clios suite of products and common workflows as well as industry best practices based on our clients area of law;
And other duties as required.
What you may have:
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.
Serious bonus points if you have:
Experience with Salesforce or other SaaS tools.
Experience working with APIdriven applications.
Proven track record in a dynamic startup environment.
Bachelors degree or equivalent experience.
What you will find here:
Compensation is one of the main components of Clios Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and highperforming culture.
Some highlights of our Total Rewards program include:
Competitive equitable salary with toptier health benefits dental and vision insurance
Hybrid work environment with expectation for local Clions (Vancouver Calgary Toronto and Dublin) to be in office minimum 2 days per week on our Anchor Days.
Flexible time off policy with an encouraged 20 days off per year.
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3 5 7 and 10 years
*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.
Diversity Inclusion Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves and are united by our mission. We are dedicated todiversity equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included valued and enabled to do the best work of their careers wherever they choose to log in from. We believe that different perspectives skills backgrounds and experiences result in higherperforming teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation please let us know and we will work with you to meet your needs.
Learn more about our culture atclio/careers
Required Experience:
Unclear Seniority
Employment Type
Full-Time
