Customer Account Manager, Clio

• 2+ Customer Success/Service/Support experience
• 2+ years in an account manager or similar function
• Sales experience
• Experience working in or closely with Sales organizations
• SaaS experience

Desirable

• We are currently seeking a Customer Account Manager to join our Customer Success Team based in our EMEA HQ in Dublin, Ireland. This role is for tenacious and driven individuals who are customer first naturals
• We are looking for someone who is interested in playing a dynamic role in a close-knit, supportive team as we continue to accelerate our growth in this region whilst maximising customer health. 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
• Our Customer Account Management team is long established in Canada and new to EMEA. This team is accountable for a large and diverse account base in terms of legal coverage: different law types (criminal, corporate, family for example), different customer types (lawyers, paralegals, office staff etc.), varied firms sizes and a varied workload
• The team provides enablement across our solutions, including our core platforms and cutting-edge AI offerings, helping customers adopt firm-specific workflows and avoid churn
• Directly impact important KPIs such as product adoption, proactive churn prevention, expansion via CSQL’S plus various project deliverables
• Proactively calling outbound to Clio customers to ensure they are receiving value from Clio
• Re-engage customers with compelling insights through your understanding of the product usage data, customer personas and the value available to our customers
• Identifying, acting upon, and driving revenue opportunities; providing analysis on conversion success
• Lead both individual and group strategy/training sessions to drive Product Adoption
• Be an expert in Clio’s suite of products. especially our AI-powered solutions and understand common customer workflows
• Reaching out to promoters for the brand, referrals, revenue and possible advocacy opportunities
• Managing and retaining incoming lifecycle opportunities
• Sharing feedback with the Product organisation to ensure we are building with customer front of mind
• Work on and lead (where appropriate) customer driven projects
• Collaborate closely with the North American Customer Account Management Team