Senior Implementation Manager, Clio

• We are looking for a dynamic and skilled Senior Implementation Manager to join our team who brings not only exceptional Project Management expertise but also a passion for delivering outstanding customer experiences
• As our ideal candidate, you thrive in customer interactions and helping customers achieve their goals
• This position requires a strong project management mindset, experience providing training, exceptional communication and organization skills, and a deep understanding of the needs of legal professionals
• Bachelor's degree in a relevant field or equivalent practical experience
• 2+ years of complex project management experience, enterprise Onboarding experience, Customer Success experience and/or implementation consulting
• Proven experience with change management and new process roll-out contributing to the development of the Implementation function at Clio
• Genuine empathy, strong interpersonal skills and ability to make customers and implementation stakeholders feel appreciated and valued
• Proactive and self-motivated mindset, constantly thinking outside the box to employ creative solutions where appropriate
• Proficiency in configuring and customizing software solutions and integrations to align with customer requirements
• Ability to work independently and manage multiple priorities in a fast-paced environment while exercising good independent professional judgment

Desirable

• We are currently seeking a Senior Implementation Manager to join our Customer Success team in Burnaby, Toronto or Calgary
• You will be responsible for providing comprehensive implementation delivery services to our high value customers, ensuring seamless integration and utilization across our products
• Own the coordination of with Clio’s partner network, Clio internal teams (Onboarding, Migrations, CSMs, etc.) and Clio customers during Implementation to provide frictionless implementation to Clio’s customers
• You will play a critical role in optimizing Clio’s customer implementation experience, fostering adoption through adept change management, and ensuring successful launch of Clio for new customers
• Develop comprehensive project plans outlining scope, goals, deliverables, timelines, success criteria, and resource requirements to successfully complete the implementation
• Identify potential risks during implementation and proactively develop mitigation strategies to resolve issues that may impact a successful launch and firm adoption
• Facilitate clear and effective communication through regular status updates, reports and presentations to our implementation team members, external stakeholders, and executives
• Forge and nurture customer relationships as a trusted advisor during their implementation and adoption journey, upholding the highest standards of professionalism and customer service in every interaction
• Skillfully navigate adjustments to implementation scope, schedule, costs, and escalations by meticulously documenting, securing approval, and communicating changes to stakeholders
• Continuously assess, evaluate, and propose enhancements to implementation services based on customer needs, feedback and sales performance
• Aggregate insights and champion customer feedback among internal and external stakeholders to actively improve our product
• Collaborate with our Sales team and prospects to position the value of implementation consulting and assist with closing opportunities