Intermediate Customer Onboarding Specialist

Summary

We are looking for a high‑output, thoughtful, and skilled onboarding specialist to add value, energy, and technical expertise to our team in our Burnaby, Toronto or Calgary offices on a 12‑month contract. 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.

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.

Our Customer Onboarding & Data Migration team is hyper‑focused on providing exceptional onboarding and customer experience through our customers’ life cycles. We are dedicated, enjoy what we do, and are serious about truly making a positive impact on our customers’ businesses.

• Conduct strategy and training sessions to ensure customers are onboarded in a manner that sets them up for success in adopting Clio’s suite of products.
• 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 lifecycle, including setting customers up successfully for post‑ownership window.
• Work closely with Sales and Customer Enablement to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible.
• 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.
• Be confident, articulate, and sensitive to the needs of customers and internal partners.
• Contribute regularly to our customer‑facing knowledge base (Help Center).
• Partner with other members of the Customer Enablement and Tech Esc teams to develop processes around the design, development, extraction and training activities.
• Gain an expert understanding of and stay up to date with Clio’s suite of products and common workflows.
• Demonstrate mastery in Clio's Suite of products and the internal tools used by the Enablement Team.
• Balance your schedule autonomously and consistently exceed your KPIs focused on high adoption/low churn.
• Act as ongoing mentor for our junior colleagues to develop our coaching muscles and work as a team to get the job done.
• Consistently reach core KPIs.
• Ensure consistent SOP completion, client and internal follow‑ups, and discover ways to be efficient.
• Identify process improvement initiatives and bring those to leadership/the greater team.
• Manage difficult customer escalations and ask for help in unique and new cases.
• Work to customize the onboarding journey according to each firm’s needs.
• And other duties as required.

• Healthy customer obsession and focus on delivering exceptional client experience.
• Proactive mindset, constantly thinking outside the box to employ creative solutions where appropriate.
• Effortless communication skills, confident and sensitive to the needs of customers (internal and external) of all abilities.
• Comfort and confidence facilitating "in person" live sessions through Zoom.
• Demonstrate a keen interest in improving your craft by using AI.

• A demonstrated understanding of the legal industry and the needs of legal professionals.
• 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.

Compensation is one of the main components of Clio’s Total Rewards Program. Salary range: $70,200 to $95,000 CAD. We offer competitive, equitable salary with top‑tier health benefits, dental, and vision insurance. Hybrid work environment, with expectation for local Clions to be in office at least twice per week. Flexible time off policy, with an encouraged 20 days off per year. Annual counseling benefit of $2,000, RRSP matching, and RESP contribution.

Clio Superior recognition program with special acknowledgement at 3, 5, 7, and 10 years.

We are committed to diversity, equity, and inclusion. We encourage candidates from all backgrounds to apply. We provide accessibility accommodations during the recruitment process.