Intermediate Customer Onboarding Specialist, Draft

We are currently seeking a new Customer Onboarding Specialist, Draft to join our team.* Become a Clio Draft expert by mastering the art of building templates that incorporate fields and data in other Clio products to increase efficiency for customers, and understand Court Forms and how to maximize customer data usage with these standardized forms;* Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio Draft and Clio’s suite of products;* Take opportunities to build your legal knowledge to better collaborate with customers and help them use our product to meet their needs;* Build meaningful relationships with customers and maintain high standards of professionalism and customer service through all interactions;* Identify what would indicate a customer’s “first value” and drive towards achieving it;* Take complete responsibility for your ownership window as part of a customer’s entire Clio Draft lifecycle, including setting customers up successfully for post-ownership window;* Break down complex concepts into smaller, more manageable pieces and help connect dots between problems and solutions both with customers and internally across departments;* 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;* Become a voice for the customers by internally advocating for features and process to improve the customer experience;* Manage difficult customer escalations and asks for help in unique and new cases;* Work to customize the onboarding journey according to each firm's needs;* Be confident, articulate, and sensitive to the needs of customers and internal partners;* Contribute regularly to our customer-facing knowledge base [Help Center];* Gain an expert understanding of and stay up to date with Clio’s suite of products and common workflows;* Balance your schedule autonomously and consistently exceed your KPIs focused on high adoption / low churn;* Consistently reach core KPI’s;* Consistent SOP completion, client and internal follow-ups, and discovers ways to be efficient;* Adeptly use AI tools to maximize your work and balance manual tasks with automations;* And other duties as required.* 1+ years of legal experience at a paralegal or higher level;* A demonstrated understanding of the legal industry and the needs of legal professionals;* A commitment to customer service and stewardship with the ability to connect with all types of people;* Experience teaching others new and complex skills using approaches that address differentiated learning styles;* Tech-savviness and ability to learn new software and systems.* Excellent communication skills, including written, verbal and electronic, together with the ability to present to groups;* Self-motivated and flexible with experience in a fast-paced environment, including managing multiple projects and competing priorities;* Well-organized, reliable, and resourceful;* Action-oriented with the capacity to exercise good independent professional judgment;* Ability to remain calm and polite under pressure;* Adaptable : willing to adopt new procedures, methods, or softwares on short notice;* Open-minded : willing to view problems and solutions from all angles.* Competitive, equitable salary with top-tier health benefits, dental, and vision insurance* Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.* Flexible time off policy, with an encouraged 20 days off per year.* $2000 annual counseling benefit* RRSP matching and RESP contribution* Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years to transform the legal experience for all. As the world's leading provider of cloud-based legal software, we provide lawyers with low-barrier, affordable solutions to manage and grow their firms more effectively, more profitably, and with better client experiences. Through the cloud, we believe that we can help create a more inclusive legal community and a more equitable legal system.

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