Senior Implementation Consultant

Clio is seeking a Senior Implementation Manager to join our Customer Success team in Burnaby, Toronto, or Calgary. This role focuses on delivering outstanding customer experiences through comprehensive implementation delivery for Clio’s highest value customers.

• Own the coordination with Clio’s partner network, internal teams such as Onboarding, Migrations, CSMs, Product, and external customers during implementation to provide frictionless implementation.
• Develop comprehensive project plans outlining scope, goals, deliverables, timelines, success criteria, and resource requirements.
• Identify potential risks during implementation and proactively develop mitigation strategies.
• Facilitate clear communication through regular status updates, reports, and presentations to team members, external stakeholders, and executives.
• Forge and nurture customer relationships as a trusted advisor during their implementation and adoption journey.
• Navigate adjustments to implementation scope, schedule, costs, and escalations by documenting, securing approval, and communicating changes.
• 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 improve the product.
• Collaborate with the Sales team and prospects to position the value of implementation consulting and assist with closing opportunities.

• Bachelor’s degree in a relevant field or equivalent practical experience.
• 2+ years of complex project management experience, enterprise onboarding, customer success, and/or implementation consulting.
• Proven experience with change management and new process roll‑out contributing to the development of the implementation function.
• Proven experience developing project plans to successfully launch customers with new products, ideally within the legal software or enterprise technology industry.
• Genuine empathy, strong interpersonal skills and ability to make customers and stakeholders feel appreciated and valued.
• Excellent negotiation, presentation, problem‑solving, and decision‑making skills, with the ability to build rapport and influence customers.
• Proficiency in configuring and customizing software solutions and integrations to align with customer requirements.
• Ability to work independently and manage multiple priorities in a fast‑paced environment while exercising independent professional judgment.
• Strong strategic thinking and analytical skills, with the ability to identify customer preferences.
• Willingness to travel to customer onsite locations as needed.
• Strong understanding of cloud‑based legal technologies and the needs of legal professionals.
• Certification in project management (e.g., PMP, PRINCE2) is a plus.

• Competitive, equitable salary with a range of $103,800 to $140,400 CAD, with separate bands for other regions.
• Top‑tier health, dental, and vision insurance.
• Hybrid work environment with expectation to be in office at least twice per week.
• Flexible time‑off policy, encouraged 20 days off per year.
• $2,000 annual counseling benefit and RRSP matching and RESP contribution.
• Clioversary recognition program acknowledging milestones at 3, 5, 7, and 10 years.

We are dedicated to diversity, equity and inclusion, and provide accessibility accommodations during the recruitment process. If you require any accommodation, please let us know and we will work with you to meet your needs.