Customer Onboarding Specialist

Clio; Vancouver, Calgary, Toronto; Hybrid; AUD 88,000 - 119,000; Full time

Benefits offered by this job

Hybrid work environment

20 days annual leave

Health benefits

Counseling benefit ($2000)

Job summary

Clio is seeking an Onboarding Specialist to join our APAC team. You will own the customer's first 90 days, running kickoffs, data migration, configuring accounts, and training the team until Clio products become a daily habit.

You'll balance technical and relational work, troubleshooting data imports and persuading clients of the disruption's value. Expect to work with Sales and Enablement to ensure quick, effective adoption.

Qualifications

• 3+ years in customer onboarding, implementation, or customer success roles.
• Proactive mindset with creative problem-solving to improve onboarding.
• Excellent communications and ability to facilitate sessions via Zoom.
• Interest in leveraging AI to improve onboarding processes.

Responsibilities

• Lead strategy and training sessions to onboard customers for value adoption.
• Identify indicators of 'first value' and drive to achieve it.
• Own onboarding window and ensure smooth post-ownership transition.
• Collaborate with Sales and Customer Enablement for smooth adoption.
• Manage multiple client cases with deadlines and keep stakeholders aligned.
• Monitor account health and mitigate churn risk through proactive action.

Skills

Customer onboarding

Customer success

SaaS experience

Communication

Training & coaching

Education

Bachelor's degree or equivalent

Tools

Salesforce

APIs

Job description

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're looking for an Onboarding Specialist to join our APAC team. You'll own the customer's first 90 days: running kickoffs, migrating data, configuring accounts around how each client actually works, and training their team until the product is part of the daily routine rather than something they're still figuring out. Onboarding is where a customer decides whether they made the right call, and you're the person who makes that answer obvious. The role sits between technical and relational. You'll be comfortable troubleshooting a stalled data import, and equally comfortable convincing a sceptical office manager the disruption is worth it.

What you'll work on:

• 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;
• Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible;
• 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;
• Be confident, articulate, and sensitive to the needs of customers and internal partners;
• Contribute regularly to our customer-facing knowledge base [Help Center];
• Partner with other members of the Customer Enablement and Tech Esc teams to develop processes around the design, development, extraction and training activities;
• Gain an expert understanding of and stay up to date with Clio's suite of products and common workflows;
• Demonstrates mastery in Clio's Suite of products and the internal tools used by the Enablement Team;
• 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;
• Consistently reaching core KPI's;
• Consistent SOP completion, client and internal follow-ups, and discovers ways to be efficient;
• 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;
• And other duties as required.

What you may have:

• 3+ years of experience in customer onboarding, implementation, or customer success roles, ideally within a B2B SaaS environment.
• 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.
• Demonstrate a keen interest in improving your craft by using AI

Serious bonus points if you have:

• A demonstrated understanding of the legal industry and the needs of legal professionals.
• Experience with Salesforce or other SaaS tools.
• Experience working with API-driven applications.
• Proven track record in a dynamic startup environment.
• Bachelor's degree or equivalent experience.

This role is a backfill for an existing position.

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 $88,000 to $119,000 AUD. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.

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.