Intermediate Customer Onboarding Specialist, Clio

• 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

Desirable

• 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
• Our Customer Onboarding & Data Migration 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
• Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio’s suite of products
• Identify what would indicate a customer’s “first value” and drive towards achieving it
• Take complete responsibility for your ownership window as part of a customer’s entire Clio lifecycle, including setting customers up successfully for post-ownership window
• Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible
• Manage multiple client cases at a time with strict observance of associated tasks and deadlines (as defined by the department)
• Own customer account health with Clio’s suite of products, mitigating risk through proactive churn prevention
• Be confident, articulate, and sensitive to the needs of customers and internal partners
• Contribute regularly to our customer-facing knowledge base [Help Center]
• Partner with other members of the Customer Enablement and Tech Esc teams to develop processes around the design, development, extraction and training activities
• Gain an expert understanding of and stay up to date with Clio’s suite of products and common workflows
• Demonstrates mastery in Clio's Suite of products and the internal tools used by the Enablement Team
• Balance your schedule autonomously and consistently exceed your KPIs focused on high adoption/low churn
• Act as ongoing mentor for our junior colleagues to develop our coaching muscles and work as a team to get the job done
• Consistently reaching core KPI’s
• Consistent SOP completion, client and internal follow-ups, and discovers ways to be efficient
• Identifies process improvement initiatives and brings those to leadership/the greater team
• Manages difficult customer escalations and asks for help in unique and new cases
• Work to customize the onboarding journey according to each firm's needs
• And other duties as required