Intermediate Customer Onboarding Specialist, Clio Work

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice. Summary: We are currently seeking a new Customer Onboarding Specialist, Clio Work, to join our team in our Burnaby, Calgary or Toronto offices. What your team does: Clio Work is a fast-growing, AI-driven product designed to dramatically increase convenient access to legal materials and surface valuable insights within firm documents. This tool provides valuable case-specific insights that drive our clients' cases forward. Our team is responsible for enabling users to rapidly adopt and integrate this product into their daily workflows and processes. Clio Work is designed to significantly enhance a firm's efficiency and the overall value it delivers to their clients. Who you are: You have legal training and are able to understand and communicate the nuances of different legal work flows. 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 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 you'll work on: You and the Customer Become a Clio Work expert by mastering the art of utilizing AI workflows to conduct research, analyze documents, organize information, and understand how the client's data syncs with other Clio products to increase efficiency for customers. Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio Work and Clio's 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 the customer's primary goals and provide them with the necessary skills to achieve them; Take complete responsibility for your ownership window as part of a customer's entire Clio Work 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 Clio's 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 firm's specific needs; 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 Technical Escalations teams to develop processes around the design, development, extraction and training activities; Demonstrate mastery in Clio's 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 Clio's suite of products and common workflows; Balance your schedule autonomously and consistently exceed your KPIs focused on high adoption/low churn; Consistently reach core KPI's; Consistent SOP completion, client and internal follow-ups, and discovers ways to be efficient; Adeptly use AI tools to maximize your work and balance manual tasks with automations; And other duties as required. 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. This is a new role. What you will find here: Compensation is one of the main components of Clio's 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, Dublin, London, New York City and Sydney) to be in office min. twice per week. 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 The expected salary range* for this role is $70,200 to $82,600 to $95,000 CAD. There are a separate set of salary bands for other regions based on local currency. *Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate. Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, 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 clio.com/careers We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions. Disclaimer: We only communicate with candidates through official @clio.com email addresses. About Clio At Clio, we are on a mission to transform the legal experience for all. As the world's leading provider of cloud-based legal software, we provide lawyers with low-barrier, affordable solutions to manage and grow their firms more effectively, more profitably, and with better client experiences. Through the cloud, we believe that we can help create a more inclusive legal community and a more equitable legal system. We are an award-winning team that has been recognized as one of Canada's Best Managed Companies, Canada's Most Admired Cultures and has topped Fast Company's list of Most Innovative Companies. In line with our mission, we've been up to some big things, including becoming a multi-product company, launching a $1 million COVID-19 Legal Relief Initiative, and most recently, securing a US$110M Series E funding round and a USD $1.6B valuation. This is a historic moment in the growth of legal technology! As the first legal practice management unicorn globally, and one of only a handful of Canadian unicorns, this is only the beginning. If you've ever wanted to do the best work of your career, while having a meaningful impact in the lives of others, then Clio is the place for you.