Senior Implementation Consultant

• We are currently seeking a Senior Implementation Manager to join our Customer Success team in Burnaby, Toronto or Calgary
• 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
• You will be responsible for providing comprehensive implementation delivery services to Clio’s highest value customers, ensuring seamless integration and utilization across our products
• You will play a critical role in optimizing Clio’s customer implementation experience, fostering adoption through adept change management, managing executive stakeholders, and ensuring successful launch of Clio for new customers
• 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
• Own the coordination of with Clio’s partner network, Clio internal teams (Onboarding, Migrations, CSMs, Product, etc.) and Clio customers during Implementation to provide frictionless implementation to Clio’s 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

Benefits

• Specialized learning and development programs and access to an in-house performance coach
• Equitable compensation for your contributions, regardless of gender, race, or any other identifying factor
• Access to pay transparency on all of our global roles
• Company equity for applicable employees
• RRSP-matching in Canada, 401k in the US, and pension plans in Ireland
• Hybrid model – striking the right balance between the benefits of in person connectivity that in office brings, and the flexibility of remote
• Flexible paid time off (4-week minimum with opportunities for personalization based on individual needs and achievements)
• Parental leave options for birthing and non-birthing parents
• A $500 contribution to your child’s RESP
• Various health, dental, and vision benefits for you and your family, including an Employee and Family Assistance Program
• Virtual and In-person Wellness Programs to support mental and physical health
• Paid time for volunteering through our Clio Gives program
• $2000 annual counseling benefit for CAD Clions

Proven experience with change management and new process roll-out contributing to the development of the Implementation function at Clio

Bachelor’s degree in a relevant field or equivalent practical experience

Genuine empathy, strong interpersonal skills and ability to make customers and implementation stakeholders feel appreciated and valued

Proficiency in configuring and customizing software solutions and integrations to align with customer requirements

2+ years of complex project management experience, enterprise Onboarding experience, Customer Success experience and/or implementation consulting

Ability to work independently and manage multiple priorities in a fast-paced environment while exercising good independent professional judgment

Proven experience in developing project plans to successfully launch customers with new products, ideally within the legal software or enterprise technology industry

Excellent negotiation, presentation, problem solving, and decision making skills, with the ability to build rapport and influence customers

A strong understanding of cloud-based legal technologies together with a demonstrated understanding of the legal industry and the needs of legal professionals

Willingness to travel to customer onsite locations as needed

Strong strategic thinking and analytical skills, with the ability to identify customer preferences

Certification in project management (e.g., PMP, PRINCE2) is a plus

Ability to design and build implementation plans in various project management / collaboration tools

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