Intermediate Customer Onboarding Specialist

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 customer’s full life cycle.

Requirements

• 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;
• 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;
• 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;
• Identifies process improvement initiatives and brings those to leadership/the greater team;
• Manages difficult customer escalations and asks for help in unique and new cases;
• Work to customize the onboarding journey according to each firm's needs;

Benefits

• Competitive, equitable salary
• Top-tier health benefits, dental, and vision insurance
• Hybrid work environment
• Flexible time off policy
• $2000 annual counseling benefit
• RRSP matching and RESP contribution
• Clioversary recognition program