Senior Solution Consultant

Themis Solutions (USA) Inc.; New York (NY); Hybrid; USD 100,000 - 135,000; Full time

Benefits offered by this job

Hybrid work environment

Competitive salary with health and 401

Total Rewards program

Job summary

Clio is seeking an onboarding specialist to deliver high-value training sessions and guide customers through the lifecycle, ensuring adoption and success across their firm. You will facilitate live sessions via Zoom, identify ways to achieve first value, and partner with Sales and Enablement for a seamless transition to Clio’s products.

The role emphasizes customer obsession, empathy, and exceptional communication, with a hybrid work setup and compensation within a defined salary range.

Qualifications

• Strong onboarding experience with customers to drive adoption and value.
• Excellent communication and empathy to guide customers through lifecycle stages.
• Familiarity with CSAT measurement and CRM tools like Salesforce.

Responsibilities

• Conduct daily live strategy and training sessions using Zoom and internal tools.
• Identify first value signals and drive toward value realization for customers.
• Own ownership window within the customer lifecycle and enable post-ownership success.
• Collaborate with Sales and Enablement for smooth product adoption.
• Manage multiple client cases with deadlines and tasks as defined by the dept.

Skills

Customer onboarding

Zoom facilitation

CSAT

Salesforce

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Zoom

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 Enablement 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:

• Conducting daily live strategy and training sessions, engaging attendees with internal tools such as Zoom video, CSAT and Salesforce;
• Identifying what would indicate a customer’s “first value” and drive towards achieving it to ensure the customer is set up to realize Clio’s total value for their firm;
• Taking complete responsibility for your ownership window as part of a customer’s entire Clio lifecycle, including setting customers up successfully for post-ownership window;
• Working closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible;
• Managing multiple client cases at a time with strict observance of associated tasks and deadlines (as defined by the department);
• Owning customer account health with Clio’s suite of products, mitigating risk through proactive churn prevention;
• Being confident, articulate, and sensitive to the needs of customers and internal partners;
• Contributing regularly to our customer-facing knowledge base [Help Center];
• Partnering with other members of the Customer Enablement and Tech Esc teams to develop processes around the design, development, extraction and training activities;
• Gaining an expert understanding of and stay up to date with Clio’s suite of products and common workflows as well as industry best practices based on our client’s area of law;

What you bring:

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.

Bonus points if you have:

• 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.

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 and Sydney) to be in office minimum twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• EAP benefits for you and household members, including counseling and online resources
• 401k matching and Child Education Savings
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
• The expected salary range for this role is $100,000 to $135,400 USD. 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.

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.