Intermediate Customer Onboarding Specialist (12 Month Contract
Job Description & How to Apply Below
- 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
- 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
- Our Customer Onboarding & Data Migration team is hyper-focused on providing exceptional onboarding and customer experience through our customers’ life cycles
- We are a dedicated team who 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
- Demonstrates 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 reaching core KPI’s
- Consistent SOP completion, client and internal follow-ups, and discovers ways to be efficient
- Identifies process improvement initiatives and brings those to leadership/the greater team
- Manages difficult customer escalations and asks for help in unique and new cases
- Work to customize the onboarding journey according to each firm’s needs
- And other duties as required
- Backfill
- 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
- Effortless communication skills, confident and sensitive to the needs of customers (internal and external) of all abilities - Proactive mindset, constantly thinking outside the box to employ creative solutions where appropriate
- Comfort and confidence facilitating ‘in person’ live sessions through Zoom
- Healthy customer obsession and focus on delivering exceptional client experience
- Demonstrate a keen interest in improving your craft by using AI
- Experience with Salesforce or other SaaS tools
- A demonstrated understanding of the legal industry and the needs of legal professionals
- Proven track record in a dynamic startup environment
- Bachelor’s degree or equivalent experience
- Experience working with API-driven applications
- We are committed to equal employment and we encourage candidates from all backgrounds to apply
- End Date:
June 26, 2026
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