Manager, Customer Onboarding and Implementation

Clio - Cloud-Based Legal Technology; Vancouver; Hybrid; CAD 105,000 - 159,000; Full time

Job summary

An established industry player is seeking a dynamic Manager for Customer Onboarding and Implementation. This role involves leading a team dedicated to enhancing the onboarding experience for enterprise clients. You will collaborate on strategies, drive project management best practices, and ensure high customer adoption rates. With a commitment to diversity and inclusion, this innovative firm offers a hybrid work environment and a supportive culture. If you're passionate about customer success and thrive in a fast-paced setting, this opportunity is perfect for you!

Benefits

Top-tier health benefits

Dental insurance

Vision insurance

Flexible time off policy

$2000 annual counseling benefit

RRSP matching

Clioversary recognition program

Qualifications

• 3+ years of leadership experience, including managing teams.
• Experience in SaaS and Customer Success roles.

Responsibilities

• Oversee onboarding and implementation for high-value customers.
• Drive team performance through training and quality assurance.

Skills

Leadership

Customer Success

Implementation expertise

Communication

Project Management

Coaching

Problem Solving

Adaptability

Tools

Salesforce.com

Churnzero

Job description

Manager, Customer Onboarding and Implementation

Apply locations: Vancouver, Toronto, Calgary, Remote - USA

Time type: Full time

Posted on: 19 Days Ago

Job requisition id: BF-REQ-2725

Clio is more than just a tech company–we 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 a Manager, Customer Onboarding and Implementation to join our Customer Success department in Burnaby, Calgary or Toronto, or remotely across the US.

Reporting to the Senior Manager of Onboarding, this role will be responsible for oversight of the team responsible for the Onboarding and Implementation of our highest value customers (19 through to 100+ users).

Who you are:

We are looking for a leader who will bring strong experience not only delivering on current approaches but who can lean in to innovate and advance our delivery to a best-in-class Implementations and Onboarding experience for our high-value customers.

What your team does:

Your Onboarding team includes Onboarding Specialists and Implementation Managers who leverage a deep understanding of enterprise customer goals & workflows to help them achieve concrete and rewarding value at the right time. Working closely alongside our Customer Success Managers, Data Migrations & Account Builder teams, Professional Services team, and our external consultant partners, the team’s goal is to provide a seamless onboarding experience that empowers our customers to move on to strong product adoption.

What you’ll work on:

• Working alongside the Senior Manager and management peers to collaborate on the vision, strategy roadmap, and goals to successfully innovate our large firm Onboarding and Implementation team approach.
• Overseeing the growth and productivity of the department members through appropriate training, coaching, quality assurance, and monitoring. Identifying individual development plans to improve both individual and overall team performance.
• Leveraging your Implementation expertise to build out a strong Implementation function within Clio.
• Building out processes and project management best practices that drive toward on-time delivery of customer projects.
• Driving tactical and strategic ideas, projects, and initiatives that support a seamless tiered onboarding experience. Your efforts will culminate in high customer adoption rates and low churn.
• Collaborating cross-functionally with our pre and post-sales customer-facing teams to enable maximum impact.
• Assisting in implementing and analyzing key metrics and other performance indicators and delivering strategies to improve existing service levels.
• Acting as an escalation point for service resolution and challenging customer issues.
• Incorporating relevant feedback mechanisms and acting accordingly to ensure impactful changes in service delivery models.
• Living and role modeling the Clio company values.

What you bring:

• 3+ years of progressive leadership experience including 2+ years as a manager of managers.
• Experience leading teams responsible for Enterprise Customer Success, Professional Services, and/or Implementation.
• Strong experience building out Implementation functions and processes.
• Experience using a CRM system to manage customer ownership and interactions.
• Experience working closely with Sales organizations.
• Experience working in a SaaS company.
• Passion for helping customers achieve their goals through technology.
• Leadership and coaching capabilities with high standards and an obsession for doing right by customers.
• Ability to thrive in a rapidly changing environment and be excited by interesting and complex challenges.
• Comfort thinking outside of the box; without fear of experimentation and an understanding of the value of learning from failures on the path to success.
• Clear and concise communication grounded in empathy and radical candor.
• A commitment to diversity and inclusion and working with teams from diverse backgrounds.

Bonus points if you have:

• Experience with using Salesforce.com.
• Experience with Customer Success platforms (Churnzero).
• Experience building scalable learning solutions.
• Background in adult learning practices.
• Previous work experience in high-volume customer onboarding.

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 an expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day.
• 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 acknowledgment at 3, 5, 7, and 10 years.

The full salary range for this role is $105,600 to $132,000 to $158,400 CAD. Please note there are a separate set of salary bands for other regions based on local currency.

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 clio.com/careers