Intermediate Customer Onboarding Specialist

Join Clio, a leading legal technology company, as an Intermediate Customer Onboarding Specialist. In this role, you will be responsible for providing exceptional onboarding and customer experience throughout the customer lifecycle. You will conduct strategy and training sessions, manage multiple client cases, and own customer account health. You will also contribute to our customer-facing knowledge base and partner with other teams to develop processes. This position offers a hybrid work model, flexible paid time off, and various health benefits.

• Conduct strategy and training sessions to ensure customers are onboarded successfully and adopt Clio’s suite of products.
• Take complete responsibility for your ownership window as part of a customer’s entire Clio lifecycle, including setting customers up successfully for post-ownership window.
• Manage multiple client cases at a time with strict observance of associated tasks and deadlines, while owning customer account health with Clio’s suite of products.
• We are looking for a high output, thoughtful, and skilled onboarding specialist to add value, energy, and technical expertise to our team. You thrive in the spotlight with customers, eager to spend as much of your day as you can helping them be successful
• You not only have the technical chops but also have mastered the art of customer experience to deliver on onboarding sessions as part of a customer’s full life cycle
• This includes setting them up for success long term, and delivering value in every interaction. You are a troubleshooting expert, and a consummate people person with deep empathy for ensuring that our employees and customers needs are understood and expectations are not only met, but exceeded
• Effortless communication skills, confident and sensitive to the needs of customers (internal and external) of all abilities
• Demonstrate a keen interest in improving your craft by using AI
• Proactive mindset, constantly thinking outside the box to employ creative solutions where appropriate
• Healthy customer obsession and focus on delivering exceptional client experience
• Comfort and confidence facilitating ‘in person’ live sessions through Zoom
• A demonstrated understanding of the legal industry and the needs of legal professionals
• Experience with Salesforce or other SaaS tools
• Proven track record in a dynamic startup environment
• Experience working with API-driven applications
• Bachelor’s degree or equivalent experience