Customer Onboarding Team Lead, Clio

• We are looking for someone who is interested in playing a critical role in a close-knit, supportive team as we continue to accelerate our growth in this region
• We are looking for a go-getter to join our Customer Onboarding team as a Team Lead
• Reporting to the Director of Customer Success, EMEA, the ideal candidate will be a player-coach, bringing coaching, mentorship, and administration to a team of Onboarding Specialists
• Highly organized and technically strong, the ideal candidate is a consummate people person who is confident, articulate, and sensitive to the needs of both customers and internal employees; with deep empathy for ensuring that needs are understood and expectations are not only met, but exceeded
• 3+ years of customer-facing experience in a B2B SaaS environment in Customer Enablement, Support, and/or Sales
• 1-2 years of previous leadership experience
• A healthy obsession for customers, and an incessant drive to innovate
• A keen application of organization and structure
• Strong leadership skills and self sufficiency in working independently
• Ability to empower, motivate and inspire a team to succeed and work with minimal supervision
• Excellent communication skills, confident and sensitive to the needs of customers of all abilities
• Bachelor’s degree or equivalent experience

Desirable

• We are currently seeking a Team Lead to join our Customer Onboarding team in Ireland
• Clio’s Ireland team drives our EMEA expansion and is home to product development, sales, marketing, and customer success
• The team operates like a startup within a larger company, which means we experiment and blaze the trail for Clio in new markets around the world
• The Team Lead will champion the team’s goal of helping our customers activate with Clio - ultimately driving revenue growth and retention - by being trusted business advisors and expert guides through the key onboarding phase of our customers’ lifecycles
• Lead and manage a team of high performing Customer Onboarding Specialists
• Empower your team to deliver an exceptional customer onboarding experience as business advisors helping our customers through the early customer journey
• Act as a player-coach, providing direct support during high demand periods
• Act as a customer escalation point, possessing the ability to handle difficult customer conversations deftly
• Maintain best-in-class customer experience, actively coaching your team on best practices, fostering strong early engagement and satisfaction
• Be a developmental leader, working closely with team members to focus on career growth potential, Conduct frequent 1:1 coaching and constantly challenge the team by being a catalyst to their growth
• Act as the voice of the Customer and be an ambassador for Customer Enablement across the organization, working closely and collaboratively with key business partners in Sales, Product, Marketing, Customer Success, and Business Operations
• Frequently review and refine onboarding processes and workflows to increase efficiency and improve customer outcomes
• Monitor KPIS and contribute to departmental OKRs pertaining to Onboarding
• Develop and refine internal documentation including: Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and knowledge-base articles
• Effectively ramp and mentor new team members, delivering a smooth onboarding process. managing training content, scheduling ride alongs etc
• Partner closely with counterparts in North America to ensure strong alignment and partnership