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Salary: CAD 59,500 - 80,500 / annual
Clio, a global leader in legal AI technology, is seeking a Customer Onboarding Specialist to join their Customer Onboarding & Data Migration team. This role is a backfill for an existing position.
You will be responsible for conducting daily live strategy and training sessions via Zoom, engaging customers with internal tools such as Salesforce and CSAT. You'll identify each customer's "first value" milestone and drive toward achieving it to ensure they realize Clio's full product value for their firm. You will take complete ownership of your customer accounts throughout their onboarding window and beyond, setting them up for long-term success.
Key responsibilities include managing multiple client cases simultaneously while meeting strict deadlines, owning customer account health across Clio's product suite, and proactively mitigating churn risk. You'll work closely with Sales and Customer Enablement teams to ensure smooth product adoption, contribute to the customer-facing knowledge base, and partner with Customer Enablement and Technical Escalation teams to develop onboarding processes. You'll gain expert-level understanding of Clio's products, common legal workflows, and industry best practices.
You should be a high-output, thoughtful specialist with strong technical expertise and exceptional customer experience skills. You thrive in customer-facing roles, possess excellent troubleshooting abilities, and demonstrate deep empathy for both customer and employee needs. You are confident, articulate, and sensitive to diverse customer needs.
The role is hybrid with an expectation for local team members to be in office a minimum of twice per week. Clio has offices in Vancouver, Calgary, Toronto, Dublin, London, New York City, and Sydney.
QUALIFICATIONS:
Required:
- Healthy customer obsession and focus on delivering exceptional client experience
- Proactive mindset with ability to think creatively and employ innovative solutions
- Excellent communication skills, confident and sensitive to needs of customers (internal and external) of all abilities
- Comfort and confidence facilitating live sessions through Zoom
- Demonstrated interest in improving craft by using AI
Bonus:
- Experience with Salesforce or other SaaS tools
- Experience working with API-driven applications
- Proven track record in a dynamic startup environment
- Bachelor's degree or equivalent experience
