Customer Account Associate, Clio

• You are excited about technology and the impact that it can have to transform the legal experience for all. You have an interest in helping legal professionals navigate their work flows. You interact easily, kindly, and professionally with all manner of individuals from various backgrounds and cultures.
• You are genuinely empathetic and seek ways to help your customers and develop meaningful connections. You have a problem-solver mentality and are looking for a position at a company that will treat you with dignity and respect
• 1+ years experience in customer service, account management, or customer success
• Strong interpersonal skills that foster positive interactions with legal professionals, including attorneys, paralegals, legal assistants, docketing specialists, and court clerks
• Excellent verbal and written communication skills, able to handle customer inquiries with professionalism and empathy
• Detail-oriented with strong organizational skills and the ability to handle multiple accounts effectively
• Proactive, solution-oriented mindset with a commitment to improving customer satisfaction and retention
• The ability to work autonomously and efficiently to complete assignments in a timely manner without sacrificing accuracy
• A flexible mindset to respond quickly and positively to shifting demands
• The ability to prioritize, multi-task and perform optimally in ever-changing environments
• A team player attitude and an adaptable mindset open to both receiving and delivering feedback
• Availability during the last two weeks of June and December of each year

Desirable

• Reporting to the Director, Court Rules Content, you will work on a team of customer account managers and legal professionals to build a center of excellence in the organization
• Respond promptly to customer inquiries via email and phone, ensuring a positive and professional experience
• Coordinate with other team members to resolve issues or requests, ensuring timely and accurate solutions for customers
• Monitor customer feedback and escalate recurring issues or trends for further action
• Maintain accurate records of customer interactions and account updates
• Conduct regular account reviews and update customer details to ensure data accuracy
• Track customer metrics and prepare and organize customer reports, including account metrics, usage trends, and any potential risk indicators
• Assist with onboarding new customers by guiding them through initial setup, product training, and best practices
• Schedule and facilitate check-ins to ensure customers are achieving desired outcomes
• Monitor contract renewal timelines and support renewal processes by providing customers with relevant information and resources
• Assist with invoicing processes, including creating, sending, and tracking invoices to ensure timely and accurate billing
• Assist customers with billing inquiries, resolve discrepancies, and collaborate with the finance team on escalated issues
• Monitor account payment status and follow up on overdue invoices to support collections efforts
• Maintain and update internal and external training materials and resources for team members and customers
• Assist with training (colleagues, customers, partners) via email, Slack, Zoom meetings, webinars, phone conferences, or other means as needed
• Willingly take on additional projects beyond general scope of work when needed