Customer Onboarding Engagement Specialist, Clio

• This role is ideal for highly motivated individuals who thrive in fast-paced, high-growth environments and are passionate about driving customer success
• 1+ years of experience in Sales/Customer Success/Service/Support
• Proven experience in a SaaS
• Experience in handling high volume outbound calls is highly preferred with strong results
• Excellent verbal and written communication skills
• Strong interpersonal and relationship-building abilities
• Customer-oriented with the ability to see blockers and challenges in their way
• Empathetic and solution-oriented approach to customer interactions
• Proficient in using CRM tools and other engagement platforms
• Ability to review data & look for trends and opportunities to iterate on processes
• Demonstrate a keen interest in improving your craft by using AI
• Self-motivated, proactive, goal-driven, and able to work independently
• Persistent and resilient in reestablishing contact with disengaged customers
• Positive attitude and a passion for delivering exceptional customer experiences

Desirable

• We are looking for an Onboarding Engagement Specialist to join our Customer Enablement team
• You will play a key role in re-engaging new customers who are hesitant or delaying engagement post-sale with Clio, ensuring they receive the support and guidance needed to start their onboarding journey successfully
• Through proactive outreach and personalised communication, you will help customers overcome initial hesitations and build confidence in using Clio
• Our Customer Onboarding team is hyper focused on providing an exceptional onboarding and customer experience throughout 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
• Conduct proactive outreach to customers who have not engaged or are delaying engagement with the Onboarding experience
• Utilize various communication channels and strategies to reestablish contact
• Captivate at-risk customers with creative & direct approaches, driving long term health through strong engagement with Clio
• Engage customers with a friendly, empathetic, and professional approach to understand their needs or concerns
• Provide tailored solutions to address customer issues and encourage continued engagement
• Partner with onboarding specialists to facilitate 1-to-many educational webinars that guide customers through key steps of their onboarding journey
• Provide ad-hoc support to the onboarding team on more complex client calls
• Audit, draft, and maintain up-to-date and engaging Customer Quick Start Guides and educational materials as required to fulfill any customer knowledge gaps
• Accurately document all interactions in the CRM system, including customer feedback, reasons for disengagement, and outcomes
• Analyze trends in customer engagement and share actionable insights with the team
• Partner with the Onboarding Team to proactively identify and triage customers who show sign of disengagement mid journey
• Work closely with the sales, support, and marketing teams to align communication strategies
• Provide feedback to internal teams on customer preferences and potential areas for improvement to ensure successful hand-off