Team Lead of Customer Account Management, Clio

• We are seeking an experienced relationship builder, customer advocate who has well developed skills in getting customers to value
• 2+ years in a Customer Success/Enablement or Sales role
• 1-2 years of previous leadership experience
• A passion for people management and developing a team-oriented culture through individualized and situational leadership
• A healthy obsession for customers, and an incessant drive to innovate
• Excitement and motivation to solve complex, high pressure business problems
• Experience in owning customer escalations and outcomes
• Data/Target-driven management experience
• Effortless communication skills, confident and sensitive to the needs of customers and fellow Clions of all abilities
• Strong sense of self awareness and accountability

Desirable

• We are currently seeking a Team Lead, Customer Account Management to join our Customer Success Department
• The Account Management team is responsible for owning customer success outcomes post onboarding for accounts that don’t have a dedicated Customer Success Manager
• We are looking for a go-getter to join our Customer Account Management team as a Team Lead
• Reporting to the Senior Manager of Customer Account Management, the ideal candidate will be a player-coach providing coaching, mentorship, and administration to a team of Customer Account Managers
• The Team Lead will champion the team’s goal of driving customers to their next point of value in their customer journey, supporting both customer growth and retention
• Coaching and developing your direct reports against personal career objectives through consistent, direct & actionable feedback, leading weekly 1:1s, quarterly individual development plans, and performance management conversations when required
• Coaching on KPIs and customer engagement best practices - focusing on the most impactful next steps for each customer, and leveraging your understanding of the legal space, law firm needs and how Clio’s solutions can be best deployed to drive the customer to value
• Driving team success through daily Case and Opportunity workflow reviews and coaching
• Acting as first point of contact for Case and Opportunity escalation for the Customer Account Management team
• Engaging with, and leading where appropriate, experimentation initiatives relating to Clio’s testing of new products and services
• Acting as a voice of the customer within Clio, providing input to the product team to help prioritize the right roadmap and share feedback with upstream functions
• Working closely and collaboratively with cross-functional teams including and not limited to Customer Success, Sales, Product, Marketing, Business Operations, and Finance
• Identifying, raising, collaborating, and delivering new team and cross-functional workflows as needed
• Developing and iterating on internal documentation including: Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and knowledge-base articles
• Delivering a smooth onboarding process to new team members - managing training content, delivering training modules, scheduling ride alongs, etc