Intermediate Customer Account Manager
Intermediate Customer Account Manager
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Job Description
Summary:
We are currently seeking an Intermediate Customer Account Manager to join our Customer Success team. This role is for tenacious and driven individuals who are customer first naturals. This role has been designed to ensure maximum health for Clio customers throughout their lifecycle and may need a little additional help to maximize adoption and become a Clio promoter.
This role is available to candidates in Burnaby or Toronto.
What your team does:
Our Account Management team is accountable for a large and diverse account base in terms of legal coverage: different law types (criminal corporate family for example) different customer types (lawyers paralegals office staff etc.) varied firms sizes and a varied workload. The team is focussed on helping customers maximize product adoption an avoid churn.
What youll work on:
Directly impact important KPIs such as proactive churn prevention adoption expansion customer retention plus various project deliverables;
Proactively calling outbound to Clio customers to ensure they are receiving value from Clio;
Re-engaging customers with Clio usage through your understanding of the product customer personas and the value available to our customers;
Identifying acting upon and driving revenue opportunities; providing analysis on conversion success;
Reaching out to promoters for the brand referrals revenue and possible advocacy opportunities;
Managing and retaining incoming lifecycle opportunities
Sharing feedback with the Product organization to ensure we are building with customer front of mind;
Work on and lead (where appropriate) customer driven projects.
What you bring:
2 Customer Success/Service/Support experience
2 years in an account manager or similar function
Sales experience
Experience working in or closely with Sales organizations
SaaS experience
Serious bonus points if you have:
Salesforce 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 high-performing culture.
Some highlights of our Total Rewards program include:
Competitive equitable salary with top-tier 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 higher-performing 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 at Experience:
Manager
Employment Type
Full-Time
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