Intermediate Customer Onboarding Specialist, Draft
Intermediate Customer Onboarding Specialist, Draft
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Job Description
Summary:
We are currently seeking a new Intermediate Customer Onboarding Specialist Draft to join our team. This role is available to candidates across Canada (excluding Quebec) and the United States (some exceptions may apply).
What your team does:
Acquired by Clio in 2021 Clio Draft is a SaaS platform focused on increasing convenient access to legal services with technology. Our platform solves a fundamental gap in the current legal automation market by making it easy to incorporate programmable documents into digital legal workflows. We work with more than 1500 law firms legal aid organizations and non-profits to generate more than 40000 legal documents per day which helps our users save time and reduce errors on routine legal drafting and court forms. Our tools are being used to help people more conveniently access their rights and legal protections and our team is growing quickly.
Who you are:
You are excited about technology and the impact that it can have to transform the legal experience for all. You have a customer-first mindset and a demonstrated ability to provide excellent customer service in even the most difficult situations. You are able to understand and communicate the nuances of different legal work flows. You interact easily kindly and professionally with all manner of individuals from various backgrounds and cultures. You are genuinely empathetic and seek ways to help your customers and develop meaningful connections. You have experience teaching complex skills and motivating others to acquire and use new knowledge. You are comfortable addressing groups of professionals and can break problems and processes into understandable chunks. You are looking for a position with growth potential at a company that will treat you with dignity and respect.
What youll work on:
You and the Customer
Become a Clio Draft expert by mastering the art of building templates that incorporate fields and data in other Clio products to increase efficiency for customers and understand Court Forms and how to maximize customer data usage with these standardized forms;
Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio Draft and Clios suite of products;
Take opportunities to build your legal knowledge to better collaborate with customers and help them use our product to meet their needs;
Build meaningful relationships with customers and maintain high standards of professionalism and customer service through all interactions;
Identify what would indicate a customers first value and drive towards achieving it;
You and the Team
Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible;
Partner with other members of the Customer Enablement and Tech Esc teams to develop processes around the design development extraction and training activities;
Demonstrate mastery in Clios internal tools used by the Enablement Team;
Act as ongoing mentor for our junior colleagues to develop our coaching muscles and work as a team to get the job done;
Identify process improvement initiatives and bring those to leadership/the greater team;
You
Be confident articulate and sensitive to the needs of customers and internal partners;
Contribute regularly to our customer-facing knowledge base Help Center;
Gain an expert understanding of and stay up to date with Clios suite of products and common workflows;
Take complete responsibility for your ownership window as part of a customers entire Clio Draft lifecycle including setting customers up successfully for post-ownership window;
Break down complex concepts into smaller more manageable pieces and help connect dots between problems and solutions both with customers and internally across departments;
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 Clios suite of products mitigating risk through proactive churn prevention;
Become a voice for the customers by internally advocating for features and process to improve the customer experience;
Manage difficult customer escalations and asks for help in unique and new cases;
Work to customize the onboarding journey according to each firms needs;
Balance your schedule autonomously and consistently exceed your KPIs focused on high adoption/low churn;
Consistently reach core KPIs;
What you may have:
1 years of legal experience at a paralegal or higher level;
A demonstrated understanding of the legal industry and the needs of legal professionals;
A commitment to customer service and stewardship with the ability to connect with all types of people;
Experience teaching others new and complex skills using approaches that address differentiated learning styles;
Tech-savviness and ability to learn new software and systems.
Excellent communication skills including written verbal and electronic together with the ability to present to groups;
Self-motivated and flexible with experience in a fast-paced environment including managing multiple projects and competing priorities;
Well-organized reliable and resourceful;
Action-oriented with the capacity to exercise good independent professional judgment;
Ability to remain calm and polite under pressure;
Adaptable: willing to adopt new procedures methods or softwares on short notice;
Open-minded: willing to view problems and solutions from all angles.
Consistent SOP completion client and internal follow-ups and discovers ways to be efficient;
And other duties as required.
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 We only communicate with candidates through official @ email addresses.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
