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 someone who is interested in playing a critical role in a close-knit team as we strive to become the market leader in the UK
• This team is hyper-focused on enabling our customers’ success at every interaction point with Clio
• We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers’ businesses
• Reporting to the Team Lead of Customer Onboarding, EMEA, 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 people person with deep empathy for ensuring that our employees and customers needs are understood and expectations are not only met, but exceeded
• Conduct daily live strategy and training sessions, engaging attendees with internal tools such as Zoom video, CSAT and Salesforce
• Identify what would indicate a customer’s “first value” and drive towards achieving it to ensure the customer is set up to realise Clio’s total value for their firm
• 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 Centre]
• Partner with other members of the Customer Success, 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 as well as industry best practices based on our client’s area of law
• And other duties as required