Intermediate Customer Onboarding Specialist

Armtec Defense Technologies; Toronto; Hybrid; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid work

Competitive salary and benefits

RRSP matching

Counseling benefit

Job summary

Clio is the global leader in legal AI technology seeking a high-output onboarding specialist to empower customers through strategy, training, and post-ownership success. You will manage multiple client cases, partner with Sales and Enablement, and mentor junior teammates to maintain high-value onboarding experiences.

You’ll be comfortable leading live sessions via Zoom, fostering empathy, and continuously improving customer journeys with AI-driven insights across our product suite.

Qualifications

• 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 of all abilities.
• Comfort and confidence facilitating ‘in person’ live sessions through Zoom.

Responsibilities

• Conduct strategy and training sessions to onboard customers for success.
• Identify first value indicators and drive toward achieving them.
• Own the customer ownership window across the Clio lifecycle and post-ownership setup.
• Collaborate with Sales and Enablement for smooth adoption and transitions.
• Manage multiple client cases with deadlines and high attention to detail.
• Mentor junior teammates to develop coaching skills and best practices.
• Contribute to the customer-facing Help Center and SOPs.

Skills

Customer obsession

Proactive mindset

Communication skills

Public speaking (Zoom)

AI literacy

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

API knowledge

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: Who you are: 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. This includes setting them up for success long term, and delivering value in every interaction. You are a troubleshooting expert, and a consummate people person with deep empathy for ensuring that our employees and customers needs are understood and expectations are not only met, but exceeded.

What your team does:

Our Customer Onboarding & Data Migration team is hyper-focused on providing exceptional onboarding and customer experience through our customers’ lifecycles. We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers’ businesses.

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:

• 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:

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 $95,000 CAD. 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.

About Clio

Clio is on a mission to transform the legal experience for all. Clio is the global leader in legal AI, building the platform that powers the future of legal work. With the scale, data, and ambition to redefine how the legal industry operates, we are advancing a comprehensive strategy that spans the full lifecycle of legal work—from knowledge and insight to execution and outcomes. At the center of this vision is the Intelligent Legal Work Platform, the legal industry’s first System of Action. By combining Clio’s core product suite with Clio Work and AI-native capabilities, the platform turns information into insight and insight into action. As we expand into the enterprise, Clio for Enterprise extends this foundation to support the complexity, scale, and operational rigor of global organizations through solutions like Clio Operate and Vincent by Clio. Backed by industry-leading data and intelligence, Clio is building the infrastructure that enables legal teams to operate with greater speed, confidence, and impact. Clio’s leadership and momentum have been recognized globally. In 2022, we achieved Centaur status, a milestone reached by fewer than 200 private SaaS companies worldwide. We are a proud honoree of the Forbes Cloud 100 and Fortune’s Future 50, have been named Innovator of the Year, and are a Platinum Club member of Canada’s Best Managed Companies. We are consistently recognized as one of Canada’s Top 100 Employers and a Top Employer for Young People, with our international offices also earning placements on Great Place to Work’s Best Workplaces lists. Headquartered in Vancouver, Canada, Clio has grown to more than 2,000 employees across offices in Toronto, Calgary, Dublin, Manchester, Sydney, Barcelona, and Bogotá—bringing together diverse perspectives to solve one of the world’s most complex and impactful professional challenges. Join Clio and help define the future of legal work through AI. Learn more 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.