Intermediate Customer Account Manager

Themis Solutions; Burnaby; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading company in the legal tech industry seeks an Intermediate Customer Account Manager to enhance customer success and retention. This role involves engaging with a diverse client base, promoting product adoption, and driving retention strategies for their cutting-edge solutions. Ideal candidates will have experience in customer success or account management, preferably within a SaaS environment, and be adept at fostering customer relationships.

Benefits

Competitive salary and health benefits

Flexible time off policy

RRSP matching

Recognition programs

Qualifications

• 2+ years in Customer Success/Service/Support.
• 2+ years in an account manager or similar function.
• Experience working closely with sales organizations.

Responsibilities

• Impact KPIs like churn prevention and customer retention.
• Proactively engage with Clio customers to ensure value.
• Manage and retain incoming lifecycle opportunities.

Skills

Customer Success

Customer Service

SaaS

Sales Collaboration

Job description

Clio is more than just a tech companywe are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice .

Summary :

We are currently seeking an Intermediate Customer Account Manage r 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

Experience working in or closely with Sales organizations

SaaS experience

Serious bonus points if you have :

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.

RRSP matching and RESP contribution

Clioversary recognition program with special acknowledgement at 3 5 7 and 10 years

The full salary range

• for this role is $76500 to $90000 to $103500 note salary bands may differ based on location and local currency. Additionally benefit offerings may differ depending on the employees location.
• 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 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 Experience :

Manager

Key Skills

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 76500 - 103500

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